The auto insurance industry is thriving and growing every year, but companies that want to stand apart from the crowd will have to rev up their customer service offerings if they are to stay competitive. Offering omnichannel customer service on the devices customers use most is more important than ever, and Teleperformance Customer Experience Lab (CX Lab) found data to prove it.
Chat is currently the third most preferred channel for customers. However, our study found that only 38% of auto insurance companies offer it, which places it 7th on the list of most commonly offered customer service channels for the industry. Given, there are some differences in preference according to generations – younger millennial generations are twice as likely to prefer chat as a customer service channel than their Baby Boomer counterparts are.
The study also reveals that chat truly is a win-win situation for customers and companies alike. It showed that 71% of consumers who looked for auto insurance obtained a quote online. What makes better sense than offering customer service right where the customer is considering your services? If you want to deliver top customer service, it makes practical sense for your company to assist customers where they are most likely to search for information about your services.
For more information on auto insurance and click-to-chat, read our full white paper.