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No one wants or expects a car or home accident to happen, but when it does, a customer’s last concern should be cutting through red tape to make a claim, talk to their insurance provider, wait for approvals, or receive a check for repairs and damages.
Research supports this by showing that – surprise, surprise – bad customer experiences hurt insurance companies and good customer experiences makes customers more loyal to their insurance providers:
Think about it: every inquiry your call center triages represents a failure to bring customer effort and time commitment to zero. If you add up all of the average time your call center agents and customers spend on billing, renewal, auto change, and claims tracking calls per customer, it largely outnumbers the time spent on first notice of loss. It just makes sense to get these common touch points right with every customer since they are the experiences that by and large shape customer experience with your brand.
Back to Basics: Ways to Transform Your Customer Effort to Zero
The real work should be focusing on the things your customers need to do every day – pay bills, check on claims, make policy changes, and purchase insurance. So, how do you make these tasks easier to do?
Here are some of the easiest, day-to-day experiences that you can improve for your insurance customers:
Digital Options = Better Customer Experiences
There are a number of digital and technology solutions that can support your customers – and your employees – with these day-to-day tasks.
Here are a few examples of ways that digital options can enhance your customer experience, moving their effort to zero:
The stakes have never been higher in keeping insurance customers happy. The good news is, technology can be an asset in setting you apart from your competition. If you’re ready to start thinking about how you can move customer effort to zero, let’s chat.
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