For insurers, the opportunity to send customers a web self-service link is ready-made, at the moment a customer reports a claim.
It's no wonder then that insurers are waking up to the opportunities that digital technology can bring to speed up processes but at the same time, improve the customer experience, giving them the control and transparency over their transactions that they've been getting from other sectors, for years.
For some 'though, the website is not and has never been the focus for customer interactions. That's why these simple steps to how to get it right serve as such a useful and timely reminder.
Promote Web Self-Service Options Just because you build it doesn’t mean they will come. You have to let your customers know about the self-service options available, and promote them at every opportunity. Display links to resources prominently on your support site, and make sure your site is responsive so it works on any device.