Attention agencies and brokerages: You are on notice.
Within the next two to four years, customers want the insurance space to catch up to the current marketplace and offer click-to-chat or click-to-call through smartphones and tablets, as well as e-signatures, PDF capabilities and comprehensive portals, according to a recent Market Insight Group report, sponsored by Applied Systems.
The report, "Adaptability: The insurance customer experience imperative in an online digital mobile society," is based on a survey of 1,200 Applied System North American and U.K. agency/broker owners and customer service reps. From that data, the software provider says that in order for agencies and brokerages to increase the quality of customer experience, they must be more accessible, more responsive and more personal with customers.
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