Top 10 community engagement platforms in insurance

Customer satisfaction and word-of-mouth referrals are incredibly important considerations, even in price-driven markets like insurance. So building and maintaining a community of customers through strong marketing and community engagement is key.

These are 10 of the best community engagement platforms in use by the insurance industry, and other sectors, right now.

10. Standing on Giants

Built by the founders of telecoms brand giffgaff, Standing on Giants is a community engagement agency that helps companies to build communities – no matter if they’re launching a new community from scratch, improving an existing one, or migrating from a different ecosystem. Its 50-strong team brings together community knowledge and community management with a purpose-built platform, and it already works with the likes of accounting software Sage and Airbnb.

9. Adacta

Adacta helps insurers to turn raw data into actionable business insights and decision making. Recognised for its insurance-focused solution, Adacta, which is based in Slovenia, has spent decades helping insurance organisations to grow their digital capabilities and drive new profits. It already works with some of the industry’s most immediately recognisable brands – including Generali, Triglav and DVA.

8. Instanda

Built specifically for the insurance market, Instanda enables carriers and MGAs to create, build and implement complex insurance products in a matter of weeks or months using its suite of cloud-native, no-code tools. This allows insurance industry operators to build better relationships with customers, launching new products quickly and adapting close to real time to evolving customer demand. This is particularly relevant for the insurance market, given the need for wholesale technical transformation throughout the industry.

7. Braze

Braze is a New York-based customer engagement platform that allows brands to ingest and process customer data in real time; orchestrate and optimise contextually relevant, cross-channel marketing campaigns; and continuously evolve their customer engagement strategies. Working with some heavy-hitting financial services companies, Braze allows them to build trust among its customers; drive more conversions; and boost platform adoption, for example with mobile apps.

6. Qualtrics

Qualtrics, based jointly in Provo, Utah and Seattle, Washington, is a software company on a mission to help brands “deliver exceptional frontline experiences”. Founded in 2002, it has spent the last two decades supporting companies in sectors that touch consumers most often, including insurance, with over 19,000 clients serviced globally. In particular, it offers three separate product suites: Customer Frontlines, which help brands deliver better experiences in contact centres and across every digital and physical touchpoint; People Teams, which help engage teams and improve manager effectiveness; and Strategy & Research, which is software to design products people love and increase market share.

5. NICE CXOne

CXOne is the cloud contact centre solution developed by US software developer NICE. This AI-powered platform is cloud-native and integrates seamlessly, helping customer service agents to realise the most value from it. In a world of digital, it’s easy to underestimate the power of good telephony CS – and, indeed, if a customer can’t quickly find an answer to their query on an insurer’s website, they are likely to go straight for the phone. NICE CXOne helps automate 35m tasks and processes a day, with 27,000 companies using the solution.

4. Zendesk

Zendesk is a well-known customer service business that allows clients to take control of their customer relationships over telephony, chat, email, messaging, social channels, communities, review sites and help centres. It is perhaps best known for its informational capabilities such as FAQs and support documents, which have become a big trend within the insurance industry, helping to alleviate burden from human customer service agents by placing the answers to the most sought-after questions at policyholders’ fingertips.

3. Inaza

Dublin-based Inaza describes itself as “the connected data platform for insurance”. Inaza’s platform allows insurers to “release end-to-end data pipelines for claims processing, underwriting, data enrichment and telematics at the click of a button” but goes beyond just claims processing – delivering a “platform [that] enables straight-through underwriting by leveraging AI to process documents, streamlining the process and accelerating time-to-market”.

2. Freshworks

California-based Freshworks offers a host of software solutions all designed to enable a better customer and employee experience. They include an all-in-one customer service suite and support for multi-channel marketing campaigns, as well as AI-powered chatbots which can be rolled out across all of a company’s online channels. This all helps to drive what Freshworks describes as conversational engagement, which “delivers delightful experiences on [customers’] terms”.

1. Hubspot

Hubspot is a world-renowned software company based in Cambridge, Massachusetts. Its platform – aimed at a diverse cross-section of businesses – includes marketing, sales, service and website management products that start free and scale with a company depending on usage. Some of the ways that Hubspot supports community engagement is through customer service software, which insurers can use to resolve open claims; as well as its marketing automation software, which keeps policyholders engaged with their insurer even when they haven’t incurred a loss.

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