Whatever it takes - keep it personal

by Neil Wilks / December 14,2017 / Published in Auger Company News, Industry News,
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As we rapidly progress technology options for our customers in the insurance industry, we should not lose sight of their own requirements. To keep it personal and relevant to them. Just because the industry is adding more options and channels for our customers, it shouldn’t neglect them or leave some of them behind.

Our recent survey highlights the wishes of the customer, who put speaking to someone down the phone - or resolving their claim through instant chat if they are younger - at the top of their preferences. In our survey of 2,000 consumers across the UK, the preference for speaking to someone on the phone when making an insurance claim rose with age from 37 per cent of 18-24s up to 76 per cent for the 65s and over. Of the younger generation, 64 per cent of 18-24 year-olds and 60 per cent of 25-34 year-olds said they preferred using instant chat, logging onto a website or using a mobile app. Yet the one central theme shining through – even when using online chat – was the personal touch across all ages and demographics.

At Auger, we have a team of personable staff who provide a one-to-one service for all of our clients, always available to make sure their need is taken care of throughout the process with one point of contact for all information at any time. Regardless of the diverse channels our customers prefer, we provide the personal touch at all times, tailored to every customer every time, whatever it takes. We even have an Uber-style app which tracks the engineer’s journey to ensure there is no wasted time.

Customer sentiment was also high across the board in our survey for a ‘hassle-free’ process when they were asked what would be most important to them if they had a claim, coupled with the speed with which the claim was resolved. Yes, the challenge of keeping customers happy in all of their chosen channels is demanding – but hugely satisfying. Remember, the customer is king – in any technology. ENDS.

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