Let's start again immediately by examining these other two data:
Posted: Tue Jan 07, 2025 8:16 am
What to do, then?
Adapt to this new environment, study its evolution, learn to set up a new turkey whatsapp resource dialogue with the insured. An increasingly effective, digital and “close” dialogue.
Below, therefore, we will isolate some key points for the present and future of Customer Experience in the insurance sector ; concluding the article on an aspect on which not everyone has yet focused at its best, which does not directly concern customers, but which can make a huge difference.
New call to action
Multichannel and always-on
98% of Americans use multiple devices in the same day to access online content (forbes.com).
72% of consumers prefer to connect with brands and companies in a multichannel manner (autopilotapp.com).
The trend is very clear; when we interface with a company, we increasingly do so through different channels and devices.
After all, if you think about it, it is a very common experience. It is no longer a matter of waiting for long minutes on the phone waiting to speak to an operator; in fact, we almost always manage to solve any type of problem by chatting with an operator online, or with increasingly targeted automated systems. Sometimes we send emails. Other times, we use dedicated apps. And in some cases we also write on the social channels of companies and brands.
We do all this both from desktop and (increasingly) from smartphone. And, finally, we do it according to non-fixed hours, even in the evening, or on weekends. Those who deal with Customer Experience in the insurance sector cannot avoid facing this reality.
So, here are the first guiding principles: customer service must be always-on, thanks to the help of automatic systems, and multi-channel , with particular attention to mobile devices.
Adapt to this new environment, study its evolution, learn to set up a new turkey whatsapp resource dialogue with the insured. An increasingly effective, digital and “close” dialogue.
Below, therefore, we will isolate some key points for the present and future of Customer Experience in the insurance sector ; concluding the article on an aspect on which not everyone has yet focused at its best, which does not directly concern customers, but which can make a huge difference.
New call to action
Multichannel and always-on
98% of Americans use multiple devices in the same day to access online content (forbes.com).
72% of consumers prefer to connect with brands and companies in a multichannel manner (autopilotapp.com).
The trend is very clear; when we interface with a company, we increasingly do so through different channels and devices.
After all, if you think about it, it is a very common experience. It is no longer a matter of waiting for long minutes on the phone waiting to speak to an operator; in fact, we almost always manage to solve any type of problem by chatting with an operator online, or with increasingly targeted automated systems. Sometimes we send emails. Other times, we use dedicated apps. And in some cases we also write on the social channels of companies and brands.
We do all this both from desktop and (increasingly) from smartphone. And, finally, we do it according to non-fixed hours, even in the evening, or on weekends. Those who deal with Customer Experience in the insurance sector cannot avoid facing this reality.
So, here are the first guiding principles: customer service must be always-on, thanks to the help of automatic systems, and multi-channel , with particular attention to mobile devices.