Companies are heavily investing in modernizing legacy IT systems so that core business functions such as rates, quotes, claims, and billing are relevant in a modern marketplace where consumers can start/pause/stop coverage with the click of a button on their mobile apps. New tools are changing the dynamic of an agent’s office as the primary point of engagement with customers, making some tasks far more convenient. Until there is a hiccup in the app.
That’s where a partner like GlowTouch matters. The industry’s increased digitization plays into our experience with technology. And technology has changed the face of insurance, with personal relationships being replaced by a seamless customer experience across both the digital and physical worlds.
Consumers live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus on service providers is to provide the channels that their customers prefer. That is part of delivering “wow” experiences. When one of your customers contacts us, service and support become parts of that experience.
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