In tough times like these, insurance carriers need to find ways to help their independent agents get away from processing orders and go out on the street doing what producers do best–sell policies and risk management services–and tech support is a key factor in that equation.
For Chad Mitchell, a senior analyst with Forrester, the major issue for carriers is helping agents improve their sales by improving the customer experience.
“A happy customer means you have happy agents,” he said. “What we are seeing is any functionality available on the Web for quoting has to be seamless for the agent, whether it is with a call center or an in-person experience.”
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