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Customer Service Strategies for Insurers, Aggregators and Brokers
Presented by: Paul Barnes, Managing Director, Eptica UK & Eire
Tuesday 28th July 11.00 - 11.30am
The Internet, the economy and the influence of aggregators have created unprecedented change within the Insurance industry. With competition increasing and customer loyalty decreasing, new approaches to customer service are needed to support revenue performance and reduce costs.
While 90% of new insurance business comes through the Internet, the industry is still heavily reliant on dealing with customers by phone due to lack of effective online customer service and email management. In many cases, inefficient processes for managing policy administration increase costs and adversely affect customer retention.
In a competitive marketplace, a low cost operating strategy for service is needed; but customer satisfaction is key. Using case study insight from Fortis, Confused.com and GoCompare, this webinar will explain how to:
Reduce call volumes by answering routine questions online, automatically
Migrate calls to an effective email channel for lower cost of service and reduced handling time
Reduce paper processes involved in insurance sales and policy administration
Create better workstreams so the right enquiry gets to the right people
Manage transactions such as amendments to policies entirely through self-service channels
And importantly, gain invaluable insight about what customers want and the issues that create customer demand
Join us on Tuesday 28th July at 11.00am.
For further information, please contact:
Dee Roche
Telephone: +44(0)7976 815140
