Within the next two to four years, customers expect the insurance space to catch up to the current marketplace and offer click-to-chat or click-to-call through smartphones and tablets, as well as e-signatures, PDF capabilities and comprehensive portals, according to a recent Market Insight Group report, sponsored by Applied Systems.

The report, "Adaptability: The insurance customer experience imperative in an online digital mobile society," is based on a survey of 1,200 Applied Systems North American and U.K. agency/broker owners and customer service reps. From that data, the software provider says that in order for agencies and brokerages to increase the quality of the customer experience, they must be more accessible, more responsive and more personal with customers.

Insurance firms, producers and customer service reps all contribute toward providing the ideal client experience. However, three barriers prevent agencies from providing a stronger customer experience: time, staff and money.

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