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Insurance customers’ demands are changing. By incorporating these tips into their customer service strategies, insurance agencies can ensure that all clients leave interactions satisfied. (Photo: Shutterstock)

Positive customer service has always been mandatory for agencies looking to build and sustain business, but given the rise of digital — coupled with the effects of the pandemic — there has been a widespread increase in expectations for brands to provide consistent and exceptional service. In fact, according to a survey by Infobip, 89% of American consumers state that good customer service is more important now than ever due to the pandemic.

Further, customers have the lowest attention spans they’ve ever had and are spoiled for choice. Despite the increase in queries that many industries saw during the pandemic, customers still demand shorter wait times and fewer hiccups along the way. Above all, they want to leave the interaction satisfied.

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