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

Chris McMahon

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.

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