There’s no doubt that the insurance sector has come a long way in the past few years. Not that long ago, you’d have been lucky if you heard from your insurer more than once a year, when it came time to update your policy.
For the majority of consumers, the most visible example of this technological shift is their insurer’s smartphone app. These apps allow consumers, among other things, to insure items and make claims in seconds, and to get emergency assistance when we need it. But the technologies driving these improved experiences go far beyond smartphone apps.Insurance has always been a data-driven industry.
It might not immediately come to mind, but billing and payments form an important part of the insurance customer experience. That’s true in any industry but it’s especially true of the insurance sector. The last thing you want with a product that’s historically been considered a grudge purchase is to make it difficult for people to make payments.
Open up any of your insurance apps right now and chances are you’ll be able to access your policy and other important documents almost instantly. It also brings the risk of those documents being lost or damaged down to almost zero.Another important part of building a great customer experience is communication. After all, another way of thinking about customer experience is as the totality of the relationship a customer has with an organisation. And you can’t build a relationship in silence.
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