Overview

How Multichannel Service Helps Insurers Win New Business

How important is the ability to service and support your customers in a multichannel environment? Below are the results from a consumer survey that were reviewed during a recent Web event, Key 2014 Contact Center Trends and Priorities – How you can be ready. The results clearly show the value of a multichannel contact center. As an insurer, have you given consideration to offering multichannel service to your customers?

Please rate the value of each of the following being available for you to use when you are interacting with that company’s customer service or support:

(Results displayed include a response of [...]

Mobile Applications in Insurance – Customer Service is Not a Choice

The latest buzz regarding customer contact channels is mobile applications.  How do you ensure success within this channel?  I recently attended a webinar by Information Week Financial Services called Getting Answers from Mobile Initiatives where they discussed different applications for the insurance industry, metrics that indicate mobile success, and where companies are focusing their money for mobile applications.  According to Forrester Research, the top 3 priorities/objectives for mobile applications are:

Increasing customer engagement Improving customer satisfaction Appear as innovative

I would like to examine the first two objectives, customer engagement and satisfaction.  As a consultant, I have received the consistent [...]