Serving Up the Facts — Learn the Truth about Customer Self-Service
Author: CSC
Life insurers are finally starting to ramp up self-service capabilities. However, before rushing headlong into Web portal projects or rolling out new mobile apps, insurers need to understand who their customers are, what they really want and how online technologies can best be used to enhance customer relationships.
To take self-service to the next level, insurers need a unified service strategy that encompasses all points of contact and provides a consolidated view of client information. They also need to look beyond many long-held myths about customer service.
Read this article to learn the truth behind such myths as:
- The agent/producer is the carrier’s real customer.
- Service is a one-on-one interaction.
- Social media is about marketing, not service.
- Mobile devices aren’t really important for insurance self-service.
- If you build a self-service portal, your customers will use it.
- A self-service portal will always result in lower call volumes.
- Exceeding customer expectations is what good service is all about.
