Insurance organizations can play a significant role in helping customers adapt to the rapid pace of digital advancement. (Photo: Feodora/Adobe Stock)
One way to help insurance customers transition into using digital products is by creating onboarding packages that introduce customers to new applications and features in a friendly and understandable way. Customer service teams should also be adequately trained to provide guidance and instructions for customers who call to request help.
Having a repository of training collateral available for customers to access will help them learn how to use digital solutions. Collateral can include video tutorials, FAQs and instruction sheets. Incorporating usability and accessibility guidelines into the design and creation of training collateral will enhance adoption by customers with needs.
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