Consumer desire for touchless, immersive experiences is now stronger than ever across all industries, making digital an necessary ingredient for your customer experience strategy.
Insurance providers simply cannot provide products and services without understanding the real needs of their customers. Technology has in great length enabled insurance companies to build efficiency into their programs, but some customer frictions still exist. For example, with a few clicks on a mobile app, the customers can choose a new car insurance policy, but when it comes to filing claims, they still have trouble, often leaving them to weed through a tedious and inefficient process. This and a lot of other customer challenges are very much evident by the customer reviews submitted via the Google Play and Apple App Store. Hence, it becomes imperative for insurance providers to loop customer feedback into the decision-making process and understand which aspect of the app, products, or features customers value the most while also discovering where they encounter the most friction with the app. The same is true for any other insurance digital experience.
With nearly 90% of people in a Mobiquity survey saying that they will continue to use digital technology to make daily life easier once the COVID-19 pandemic has resolved, insurance companies that want to attract, engage, and retain customers need to consider all of the digital solutions available to them in order to make the best customer experience possible.
Customers' expectations around their insurances aren’t always complicated. Maybe not trying to reinvent the wheel but a need to prioritize where to focus. By improving the right aspects of their mobile apps, insurance companies can make a big impact on their customer satisfaction (which will pay off in dividends now and after the COVID-19 pandemic). Every institution is unique in its offering and what customers need and want from its digital suite of tools. When creating an insurance digital experience, we’ll examine and make recommendations on the features where you need to focus. These can include:
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Mobiquity’s proprietary Friction Report offers business leaders insights into how the world’s top apps perform so that they can make meaningful decisions and enhancements to their own mobile applications.
Mobiquity has created a Friction Report tool for Property and Casualty (P&C) insurance providers to draw insights from customer reviews and identify the most common topics/features customers talk or complain about. The Friction report is a quick and simple tool to gain insights on (mobile) app user feedback about features and services of the product.
This enables insurance companies to understand what are the most prominent pain areas that the user is experiencing while interacting with the app. For example, some users are not able to make claims, the login page doesn’t load, or the user cannot access their policy documents.
Get the full Insurance Friction Report, click here.
