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Customer Service Needs to Go Above and Beyond

Kimberly Harris-Ferrante | May 24, 2016

To improve customer service, insurers need to look for alternative value to provide above and beyond the insurance transaction, match customer service delivery with the customer preferences, and help policyholders reduce risk.

For example, insurers need to understand the full relationship that they have with the customer, plus understanding the context of the interaction and customer sentiment. Leveraging the single view of customer plus augmenting this with additional contextual information—which can be obtained through customer interaction and public sources—will help insurers enable this.

Insurers should also think about what the interaction is about and provide a full experience that meets all the customer needs, which often times will expand beyond just the service which is administered by the insurer. Lastly, insurers should analyze data from public and the Internet of Things to be risk preventers over risk responders.

Informing customers on how to avoid losses and injury will help insurers create a new and better relationship with their customers, which will result in reduced claims and losses as well as improved customer satisfaction. This is a win-win for both customers and the insurer.


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