Treating Customers Fairly: multilingual support
Written by Benedict Harrison
At Zego, we’re always looking for ways to offer our customers the best support we can. We want to provide everyone with clear information, which helps them to understand which insurance cover meets their needs. In this way, we can make sure that our customers get the policy that suits them best.
We’re very proud of the fact that 90% of our customers rate us as ‘Great’ or ‘Excellent’ on Trustpilot, which serves as a testament to our customer-centric approach. But we’re always looking for ways to improve our service.
In this post, we’ll look at some of the ways we have tried to meet our customers’ needs by offering world-class support across multiple languages, and we’ll introduce a few members of our wonderful team.
Supporting our customers
We know that insurance can be complicated and it’s not always easy to understand the different types of cover required for delivery or private hire work. This is especially true for customers whose first language isn’t English. That’s why we always try to keep our language simple, whether we’re sending an email, a text message or speaking over the phone.
If we use a technical term, such as Social, Domestic & Pleasure, we make sure that we explain it. We also try to provide lots of content that’s useful for our customers, such as our guide to delivery insurance and explanations of insurance jargon.
We even wrote a policy-usage algorithm to help notify customers who could save money by switching to a different insurance product.
But we know that the only way to help some of our most vulnerable customers is to offer support in multiple languages. Currently, we can help customers in English, Spanish and Portuguese and we’re always looking to increase the number of languages we can offer our assistance in.
We asked a few members of our team to introduce themselves, the languages they speak and what providing world-class customer support means to them.
Meet the team
Hello, my name is Alecsandra. I am from Romania and I speak Romanian, English and Spanish.
At Zego, our goal is to help our customers by providing the highest quality support and experience across multiple languages. We all know that when language barriers arise, it’s important to be there to help customers by answering their questions. When you work in a team that supports people as well as Zego, it can really feel like being part of a family.
Hello, my name is Grazielle and I am originally from Brazil. I speak Portuguese, English and Italian.
Insurance is not a simple subject, which means that even when a customer speaks English well, it can be hard for them to understand all the terms we use. When we speak to customers in their native language, we have the opportunity to make things easier and clearer for them. It also helps with building rapport and connecting with our customers on a more personal level. By speaking multiple languages, we are able to understand people’s motivation, needs and how to serve them better.
Hi, my name is Ricardo and I am from Spain.
Coming to a different country is always difficult and understanding the details of insurance in a different language can be a nightmare. By providing support in different languages, we can help people understand how insurance works and what it covers, and at the same time they know they can always get in contact with someone who understands their needs. It’s rewarding to know that you are really helping people and we know how much our customers appreciate it.
As part of our latest project to offer support to our customers in multiple languages, we’ve put together a series of videos as part of our ‘Zego Guides’ series. This series is available in English, Portuguese, Italian and Urdu, and we plan to add more languages soon.
These videos offer a simple introduction to Delivery insurance in the UK and were all made with the help of our multilingual customer support team. By offering our customers support in a way that is accessible to them, we can empower riders and drivers with the knowledge they need to get started with flexible work.