Within the next two to four years, customers expect 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 Systems 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 the customer experience, they must be more accessible, more responsive and more personal with customers.
Insurance firms, producers and customer service reps all contribute toward providing the ideal client experience. However, three barriers prevent agencies from providing a stronger customer experience: time, staff and money.
Want to continue reading?
Become a Free PropertyCasualty360 Digital Reader
Your access to unlimited PropertyCasualty360 content isn’t changing.
Once you are an ALM digital member, you’ll receive:
- Breaking insurance news and analysis, on-site and via our newsletters and custom alerts
- Weekly Insurance Speak podcast featuring exclusive interviews with industry leaders
- Educational webcasts, white papers, and ebooks from industry thought leaders
- Critical converage of the employee benefits and financial advisory markets on our other ALM sites, BenefitsPRO and ThinkAdvisor
Already have an account? Sign In Now
© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.
