Insurance Built For the 21st Century | Lemonade
Lemonade is a modern insurance company with a focus on transparency and goodwill. They offer homeowners, renters, life, and pet insurance. Lemonade is also a certified public benefit corporation. This means that after they take their flat fee, any extra premium gets donated to the nonprofits that customers choose.
Most of Lemonade's website is well designed. They have a user-friendly homepage with testimonials and graphics. They also have an excellent FAQ. There is so much good information on this FAQ, in fact, that I was disappointed to find it at the bottom of the page, out of the way of the customer.
My proposal would be to bring this information to the eyes of the customer. But all that information would bog down the site and overwhelm the reader. There is a reason that the first thing you see on Lemonade's website is mostly blank space.
Lemonade seems to have wanted to bring this information to the consumer with a help button.
This is an archaic and inefficient fix. Customers have questions and want answers now. They want to ask a question and have it answered as if they were in person.
The solution is a chatbot. The customer is able to click a button and get in contact with customer support in a live fashion. I'll be using Zendesk for this demonstration.
Zendesk: Customer Service Software & Sales CRM | Best in 2021
Zendesk's technology allows the user to set up a chatbot on their website. This way, customers can ask any question they please and have it answered, while still keeping the homepage clean and uncluttered. This also keeps the customer engaged on Lemonade's website; the current "Help" button invites a passive approach.
Here's an example of what a Zendesk chatbot would look like on Lemonade's website:
This is simple, elegant, and matches the theme of Lemonade's design.
But just setting up a chatbot is not enough. We have to have the information ready for customers that ask for it. I also understand if Lemonade is not prepared to throw funding at this idea for dozens of customer support employees.
The solution to both of these problems is TextExpander.
TextExpander - Your Shortcut to Efficient, Consistent Communication
This tool enables you to import lots of information and create shortcuts for it. For example, if a customer support employee is getting many questions about how to change your password, they would just have to type the shortcut "zpassword" and TextExpander will fill in a pre-written answer.