It’s never a fun use of one’s time to get hold of customer service representatives, more so when you find you have to repeat yourself in an effort to get your query or grievance across.
Now a survey of more than 2,000 insured adults from Great Britain is shining a spotlight on customer service in relation to insurance providers, with repetition being one of the key issues.
The YouGov poll, conducted on behalf of Pegasystems, found that 60% of those who had experienced switching between communication channels – say, from email to phone or in person to online – had to re-enter information or the reason for making contact.
Research shows that 16% at one point chose to move their activity from one channel to another in hopes of resolving a problem. Meanwhile, 53% used a single form of communication when reaching out to their insurer’s customer service teams.
“The findings of the survey underline the need for insurance companies to step up their customer service game,” said Tony Tarquini, European insurance director at Pegasystems.
“With the plethora of new technologies at insurers’ fingertips it is inexcusable that consumers are still having to waste time repeatedly interacting through insurers’ siloed communications channels into their siloed business organisation to resolve what might be a simple issue with their policy.”
Tarquini stressed that the technology to implement omnichannel systems is available.
