Chatting with customers through the Hi Marley app is intuitive and efficient, enabling insurance professionals to manage conversations just like texting.
Overview Video
Marley Translate
Marley Translate allows you to communicate with customers in their preferred language in real time. This feature ensures language barriers don’t slow down claims processing and helps you provide excellent service to all customers.
- Open the chat with the customer.
- Tap the Marley Translate icon in the chat interface.
- From the list of languages, scroll to and select the customer’s preferred language.
- Type your response in your own language, then tap Send. Hi Marley will automatically translate the message into the customer’s language.
- When the customer replies, Hi Marley will translate their message back into your language, allowing you to easily understand and respond.
Message Templates
Message Templates offer a quick way to respond with pre-written messages, saving time on frequently asked questions and common updates. Simply select the template that best fits the situation to deliver consistent, efficient communication.
- Open the chat with the customer.
- Tap the Message Templates icon in the chat interface.
- Scroll through the list of templates and select the one that matches your response.
- Review the pre-written message that appears in the chat box. You can make edits if needed.
- Tap Send to deliver the message to the customer.
Outbound Media
Send and receive photos directly with customers through Hi Marley! Viewing media is simple and media can be sent by either taking a new photo or selecting one from your gallery. This feature enables you to quickly share documents, images of damages, or other visual information to enhance communication and clarify details.
- Open the chat with the customer.
- Tap the Media (camera) icon in the chat interface.
- Choose Take Photo to capture a new image or Select from Gallery to use an existing photo.
- If you chose Take Photo, take the picture; if you chose Select from Gallery, select the image you want to send.
- The selected photo will appear in the chat box. Tap Send to share it with the customer.
Scheduled Messages
Schedule messages to be sent at a later date and time, ensuring customers receive timely updates even if you’re unavailable. Simply set the date and time, compose your message, and Hi Marley will take care of the rest.
- Open the chat with the customer.
- Tap the Scheduled Message (clock) icon in the chat interface.
- Select the date and time you want the message to be sent.
- Type your message content or choose a pre-written template.
- Tap Schedule to confirm. The message will display in the chat with an indicator, showing it is scheduled to be sent at the selected time.
Case Actions Menu
The Chat Actions Menu lets you perform a variety of actions within an open chat:
- Reassign the chat to a different primary operator if necessary.
- Add teammates to the chat as secondary operators for collaboration.
- Send a survey to gather feedback from the customer.
- View customer details related to the case.
- Close the case once the issue has been resolved.