Monday, February 13, 2012
KEEPING UP WITH YOUR CUSTOMERS: MEETING SERVICE EXPECTATIONS IN THE MOBILE AGE
Customer expectations of insurance companies are changing due to the instant access they get from smart phones and social media. Insurance customers now want the same access to the most up-to-date information that they already have with their bank or wireless provider—and they want it on the platform of their choice. In addition to convenience, they demand excellent, personalized customer service, but without additional cost.
Use of intelligent document automation can improve customer service in two key ways: it delivers account information to the customer’s platform of choice, and it helps agents leverage sophisticated business intelligence (BI) to go beyond resolving account issues and solidify the customer relationship. Using multi-channel delivery, insurers can give customers access to their information through the medium of their choice. Using data from CRM systems, intelligent document automation helps the insurer manage the customer profile, track the individual customer’s communications channel preference, and archive the communications each customer has received. Beyond identifying and resolving policy issues, agents can use BI to develop personalized messaging and recommend programs and discounts.
In this webcast featuring <b>Celent analyst Ben Moreland,</b> you will learn how using intelligent document automation can help insurers meet service expectations in this age of mobile devices and instant access to information. </p>