Trends Report

Help Customers Connect With You When They Need Answers To Insurance Questions

Digital Feature Fix: Offer Customers Both Self-Service And Human Help

August 1st, 2018
Ellen Carney, Principal Analyst
Ellen Carney Principal Analyst
AP
August du Pont
With contributors:
Benjamin Ensor , Piers Conway , Sam Bartlett

Summary

Digital insurance teams have made their firm's sites and apps much easier to use to speed up quoting, buying, and servicing for customers. But customers will always have questions, even when visiting the best-designed insurance sites. Digital teams must get customers' questions answered quickly or risk losing potential new customers to a competitor that can provide the needed help. This brief explains how digital insurance teams can expand the contact options available to customers and make them easier to use and illustrates good practices from leading firms.

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