One of the main drivers of customer satisfaction in any industry isresponsiveness, and insurance is no exception. In today's 24/7,constantly connected world, expectations are rapidly shifting.
Customer service through internet-based businesses like AirBnB and Uber is setting a higher bar ofcustomer expectations; and insurers may feel they are coming upshort. Instant, real-time access to data and services, multipleomni-channel messaging options and 24-hour customer support linesare not unusual.
If customers can't get what they want, when they want it, thenthey'll go to a competitor. Conversely, great responsiveness leadsto satisfaction, loyalty and will even convert some customers intoevangelists for your brand.
Losing out on leads
Leads are squandered when insurers fail to respond in a timelymanner. Online insurance buyers wait an average of 2.3 days to geta call after submitting an online quote form and a shocking 39percent of potential customers do not receive a call back,according to Velocify's Insurance Industry Online BuyerExperiences study.
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