LV= is to use Vizolution’s vChat, a web chat capability for LV= employees speaking to brokers remotely via its broker portal.
Pilot brokers are able ‘live’ chat with an LV= employee and instantly download and upload documentation.
Brokers can ‘live’ chat in real-time with an LV= employee for other more complicated and policy specific queries. The web chat conversation can be enhanced with images, documents and product templates which can help to explain complex issues and increase the customers understanding. Through the technology, brokers can also now instantly print or save documentation, saving the need to wait for the post to arrive or an e-mail to be delivered.
LV= has worked with Vizolution to embed the technology to provide online chat and document sharing. The technology is currently being piloted with a small number of brokers with plans to roll out to other products and a wider range of broker partners over the rest of the year.
Phil Bunker, managing director at LV= Broker, said: “We are always looking for ways to enhance the customer experience and the launch of this new technology is a big step in enabling brokers to deal with us digitally if they prefer.
“Because the technology gives an instant answer it should be helpful for brokers who need an immediate response to their query, 24/7.”
Bill Safran, CEO of Vizolution, added: “We are very pleased that LV= have chosen vChat to help provide the highest level of customer service and experience. Using vChat LV= employees can use advanced multi-media to explain highly complex products/issues to the customer.
“The use of images, electronic signatures, calculators, secure file delivery/receipt means that they can fully engage the broker and help them through to a completed transaction.”