Insurance companies are finding that policyholders prefer texting to other means of communication. (Photo: Shutterstock)
Lack of responsiveness is a primary business problem today. Insurance companies have learned that phone calls and email have lost their effectiveness due to spam and overuse, making it a challenge to reach and hear back from customers. The impact ranges from insurance agents trying to retain existing customers to delays for claims adjusters trying to make contact or gather documentation. Phone tag and delays have become the norm at a cost of depreciating customer experience and a loss of customers.
Innovative insurance companies are addressing this problem by utilizing texting applications. The intent is to drive customer experience scores higher while also enhancing operations by lowering communication response times. According to recent Zipwhip research, both business drivers are attainable:
- Figure 1 – Customer Experience Benefits: 74% of consumers said they would like to receive more text messages from businesses (Generational Texting Preferences)
- Figure 2 – Operational Benefits: Only 41% of consumers respond to a business email within an hour, whereas 74% of consumers will respond to a text message within the same timeframe (2019 State of Texting report)
Figure 1. Younger policyholders prefer texting to other means of communication, but more than half of baby boomers said they like texting with insurers as well. Want to continue reading?
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