Auto Insurance Best Practices: How Click-to-Chat and a Consistent Customer Experience Will Set Your Brand Apart - Teleperformance - ContactCenterWorld.com Blog
Auto Insurance Best Practices: How Click-to-Chat and a Consistent Customer Experience Will Set Your Brand Apart
Auto Insurance Best Practices – The auto insurance industry is booming, as its revenue his 220 billion in 2015. However, is its customer service strategies keeping up? A recent survey revealed that 50% of consumers shopped for auto insurance, and that 71% of them looked for quotes online. However, the industry isn’t providing online customer service – what is wrong with this picture?
Chat is currently the third most-preferred channel for customers, but it ranks seventh among the channels offered by auto insurance companies, as only 38% of the surveyed companies indicated that they offer it. Chat is a cost-effective and streamlined way for companies to exceed their clients’ expectations in customer service interactions. Teleperformance found that first call resolution went up by 11% when customers inquired about technical support on chat, and increased by 17% for inquiries about warranties.
The impressive statistics on FCR on click-to-chat only reinforce the industry’s need to upgrade its technology to truly meet customer preferences. There is no single effective approach to Omnichannel customer service. Auto insurance companies need a carefully mapped, strategic approach to providing a consistent experience for users on all devices and channels that maximizes efficiency and makes the best use of personnel and resources in order to come out on top in this competitive industry.
For more information on Best Practices in Chat for auto insurance customer service, check out our white paper
Publish Date: May 3, 2016 5:00 AM
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