When customers reach out for support, they want the experience to be three things: personal, fast and easy. (Credit: Shutterstock)
Insurance companies are experiencing an unprecedented surge in customer service calls and inquiries related to customers' concerns, whether it's about paying their premium on time or questions about coverage and copays related to tests and prescription drugs.
The number is staggering: hold times during the current crisis have ballooned by as much as 38%, which naturally creates frustration among customers. And unlike the retail sector where customers can easily choose if and where they want to shop and which brands to favor, customers need insurance and often have fewer choices due to state regulation.
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