Finally, we can see the light at the end of the tunnel when governments get the first batch of the COVID-19 vaccine. However, it will take a while before things turn to the way it was. Many companies thought working from home is a luxury, but now they are exploring shifting departments and teams to fully remote or hybrid options.
When it comes to customer service, face-to-face experiences used to be the norm for the insurance world. It nearly stopped all in-person encounters when the coronavirus pandemic struck in 2020, leading to a drop in traditional insurance sales and enrolment.
Ever since the pandemic began, companies have to embrace rapid acceleration in digital technologies and inventions to overcome this. They turn to technology to handle many tasks typically handled by employees and, perhaps most importantly, offer access to anything through mobile apps.
Technologies that were once a “nice to have” have become crucial in 2020, from purchasing groceries online, in-store, curbside and through food delivery apps, to video conference technology and immersive learning.
However, the best businesses see new challenges as possibilities, such as introducing technology innovations that improve user experience and increasing customer interaction’s versatility.
Take insurance claims, for instance. A client could have signed into their device, entered their username and password, and jumped through some hoops to get their latest details before the pandemic. Or, maybe they lost their login credentials and had to call, wait for the music and several transfers to be held before obtaining the necessary details.
In a pandemic-driven world, every second count. Customers want to instantly access all services, conveniently and with as little human contact as possible in a time of restricted supply and limited resources. Customers want the opportunity to view information about claims easily through various devices.
These unprecedented times offer an opportunity for transformation and development after a year rife with global instability. In our modern environment, and when we look at our new standard, using technology to have a smooth, compelling customer experience is paramount for success.
While many aspects are still up in the air, ensuring that consumers have the convenience and adaptability to access what they want and when they want will be vital for success.
