Insurers neglecting customer service on digital channels, Eptica finds
Reading, UK, 24 September 2019 – Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica.
The 2019 Eptica Insurance Digital CX Study found that delivering good service is at the heart of winning and retaining customers, building long-term trust. However, the insurance sector could answer just 46% of all queries asked via the web, email and social media, trailing the other industries (food retailers, fashion retailers, banking and travel) evaluated in the overall study.