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Maximizing the first point of customer contact

Investing in a consumer-centric self-service portal presents an opportunity to build enduring relationships with prospects and customers.

By Scott Lacourse | Updated on October 26, 2015

Clients expect to be able to find the information they need when they need it. For the insurance industry, that means opening up access to a wide range of channels. It also means delivering a high level of service across all of them. As a first response, millennials and Gen X customers go online to research products. They find self-service portals more attractive than traditional call center help lines or in-person meetings with agents.

There’s a real opportunity for providers to deliver a smooth online experience, guide customers towards the right policy, and differentiate themselves from the competition in a crowded field. Clear cost savings can be made with the self-service model, and that makes it possible to offer more competitively priced products.

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