7. PEOPLE WANT TO RESOLVE THEIR ISSUES ON
THE GO, VIA THEIR MOBILE AND TABLET DEVICE
AND IN BETWEEN TEXT MESSAGES
8. EVERY MOMENT OF HOLD TIME, HUNT
AND SEARCH TIME, OR IVR FRUSTRATION
WILL PUT CUSTOMER LOYALTY TO THE TEST.
9. IF NOT, THEN THEY ARENT AFRAID TO
GOOGLE THE COMPETITION
10.
11. SELF-SERVICE
MOBILE APPS
•
•
•
•
•
•
•
•
•
•
View insurance ID card
View policy
Pay your bill
View discounts and coverage
Quote adding a vehicle
View driver and vehicle
information
Update contact info
View agent contact info
Address questions, issues and
complaints
View claims status
28. ANTICIPATORY CUSTOMER SERVICE
“WHERE COMPANIES PREDICT CUSTOMER
NEEDS AND PROACTIVELY ADDRESS THEM”
Micah Solomon, Author
High Tech, High Touch Customer Service