customer service News
Insurers Are Rapidly Adding ‘Virtual’ Customer Service Tools
Frustrated with automated answering machines before you finally get to speak with a customer service representative? When it comes to insurance, you'll just as likely end up dealing with a robot as a ...
Don’t Just Service Customers; Learn to Speak Their Language
It's no longer enough to choose a customer segment and design products targeted to them. To stay ahead, companies must speak the language of their customers, understand their needs before they do, ...
Sister Margaret Mary: Innovation’s Sine Qua Nun of Customer Service Rankings
Decades and decades later, you still remember the shadow and swish of nuns. I also remember verbatim, like the pop song to which you first fell in love, the Goethe and Schiller of Sister Margaret ...
AI Can Help Insurance Industry Boost Human Interaction
Ask most people for their thoughts about robots and artificial intelligence (AI), and they will likely express apprehension over losing their jobs. As transformational as AI is, speakers at the 2017 ...
Insurance Carriers Take Note: Most Customers Want Computer-Generated Advice Options
Insurance carriers looking to embrace or enhance their ability to provide customers computer-generated advice and services should know that most consumers globally approve of the practice. But they ...
AIG Hires Chief Digital Officer Who Upped JPMorgan Chase’s Game
American International Group hopes an executive that helped bring Apple Pay and a number of mobile banking apps to JPMorgan Chase & Co. can help it generate similar digital customer service ...
Positive Online Claims Experiences Can Build Customer Loyalty
In the digital age, going online to shop, pay your bills, and do business is the norm. Internet usage and smartphone ownership have risen sharply in the last few years, especially in advanced ...
U.S. Customers Want More Human Touch for Service Issues, Advice: Accenture
Not only do most U.S. consumers prefer dealing with humans than digital channels to resolve service issues, but almost half—45 percent—say they will pay more for goods and services if it ensures ...