Smartphones Favored for Customer Service Interactions
While online service is preferred overall, Celent survey also found that younger consumers favor face-to-face interactions for complex customer service issues.
November 14, 2012
People who identify themselves as only "somewhat" technology-savvy reported a higher overall use of smartphones than those who describe themselves as more comfortable with technology, and insurers should build customer service platforms with them in mind, rather than the tech-savvy users, according to “Innovation in Insurance: A North American Consumer View,” a survey from financial research and consulting firm Celent.
All Insurance Networking News articles are archived after 7 days. REGISTER NOW for unlimited access to all recently archived articles, as well as thousands of searchable stories. Registered Members also gain access to exclusive industry white paper downloads, web seminars, podcasts, e-books, and conference discounts. Qualified members may also choose to receive our free monthly magazine and any of our e-newsletters covering the latest breaking news, opinions from industry leaders and developing trends.