One of the main drivers of customer satisfaction in any industry is responsiveness, and insurance is no exception. In today's 24/7, constantly connected world, expectations are rapidly shifting.
Customer service through internet-based businesses like AirBnB and Uber is setting a higher bar of customer expectations; and insurers may feel they are coming up short. Instant, real-time access to data and services, multiple omni-channel messaging options and 24-hour customer support lines are not unusual.
If customers can't get what they want, when they want it, then they'll go to a competitor. Conversely, great responsiveness leads to satisfaction, loyalty and will even convert some customers into evangelists for your brand.
|Losing out on leads
Leads are squandered when insurers fail to respond in a timely manner. Online insurance buyers wait an average of 2.3 days to get a call after submitting an online quote form and a shocking 39 percent of potential customers do not receive a call back, according to Velocify's Insurance Industry Online Buyer Experiences study.
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