Customers today are no different than how they have always been: They crave ease and convenience. How are you catering to this demand?
Connections, the official content source of Applied Client Network (ACN), understands the importance of mobile in today’s customer landscape, and has the relevant information you need. Log in using your ACN website credentials to access information regarding customer care by way of listening. See below for excerpts from Connections articles that pertain to this topic of the digital agency.
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In a recent Applied blog, Executive Vice President of Customer Experience Kris Hackney encouraged independent insurance agencies/brokerages to measure their digital transformation against that of their peers using the Applied Digital Agency Scorecard.
“Digital agencies capitalize on five areas of technology, including a foundational agency management system, data analytics, insurer connectivity, cloud and mobile technology,” she outlines. “It is critical for agencies to evaluate their use of technology in order to grow their businesses. Agencies can use the Applied Digital Agency Scorecard to see where they rank in relation to their peers, as well as assess how they can improve their operations through technology. It is imperative that agencies take the survey to keep adoption trends current and accurate.”
Why This Is Important
Each of the five areas Hackney outlines provide the “core capabilities needed to operate more efficiently, make more informed business decisions, build better insurer relationships, improve customer service, and accelerate growth and profitability across all lines of business,” echoes Applied Senior Vice President of Product Management Michael Howe in his blog post, “What it Takes to Be a Digital Insurance Agent of Broker Today.” He cites the efforts of two Applied customers.
HHM Insurors, a family-run Pennsylvania independent agency started in 1939, knew it needed to become a digital agency to be able to do business the way clients now expect.
To see the full article, log in to Connections.
“Americans love their mobile apps — and insurance consumers are no different.”
– 5 Top Insurance Mobile Apps
According to the comScore 2017 international report, Mobile’s Hierarchy of Needs, “Apps dominate time spent on smartphone and tablet devices, representing more than 80 percent of mobile minutes in all markets studied.” The report uses mobile and multi-platform data from nine international markets to demonstrate audience and consumption trends, along with regional differences in digital landscapes.
What Can an Insurance Mobile App Do for Your Clients?
The #1 reason customers visit their insurers’ mobile app is to pay their bill, according to Fiserv’s Insurance Mobile Bill Pay Benchmark Study. This self-service option is one of three identified in the Connections infographic published in mid-July; the other two are to review policy limits and coverages and to receive quotes. The Mobile Mindset Infographic also identified five mobile app features desired by clients – value, ease of use, responsiveness, personalization and minimalism. Watch for an upcoming Connections article exploring these features.
Most carriers offer apps. Independent agents/brokers should not just rely on those for serving customers, say experts in the Insurance Agent white paper, The Mobile Transformation — How Independent Agents Can and Must Take Control.
To read more about insurance mobile apps and why your customers want them, log in to Connections.