Inside Customer Experience--Insights About Today's Connected Consumer

OPTIMIZING THE MULTI-DEVICE EXPERIENCE

IN TODAY’S MULTI-TASKING MULTI-DEVICE WORLD

PEOPLE WANT TO RESOLVE THEIR ISSUES ON

THE GO, VIA THEIR MOBILE AND TABLET DEVICE

AND IN BETWEEN TEXT MESSAGES

EVERY MOMENT OF HOLD TIME, HUNT

AND SEARCH TIME, OR IVR FRUSTRATION

WILL PUT CUSTOMER LOYALTY TO THE TEST.

IF NOT, THEN THEY ARENT AFRAID TO GOOGLE THE COMPETITION

• View insurance ID card

• View policy

• Pay your bill

• View discounts and coverage

• Quote adding a vehicle

• View driver and vehicle

information

• Update contact info

• View agent contact info

• Address questions, issues and

complaints

• View claims status

SELF-SERVICE MOBILE APPS

TEXT MESSAGE CUSTOMER SERVICE

CREATE A DIGITAL CONCIERGE

MONITOR THE SOCIAL MEDIA LANDSCAPE

IT’S NOT JUST FACEBOOK & TWITTER

CONDUCT PUBLIC FACING CUSTOMER SERVICE

LOG AND TRACK ALL

ENGAGEMENTS IN CRM

VIDEO AGENT

ANTICIPATORY CUSTOMER SERVICE

Micah Solomon, Author

High Tech, High Touch Customer Service

ANTICIPATORY CUSTOMER SERVICE “WHERE COMPANIES PREDICT CUSTOMER NEEDS AND PROACTIVELY ADDRESS THEM”

PREDICTIVE

ANALYTICS

DELIVER ACTIONABLE INSIGHTS AT THE POINT OF INTERACTION