The research, carried out by multichannel customer interaction management software provider Eptica, evaluated ten leading
The study found that the online performance of insurers is improving, but slowly. While over half (57%) of questions were answered online (up from 48% in the previous year), this lagged behind other sectors, notably fashion retailers, who answered 79% of questions asked via the web. There was a widening gulf between best and worst - one company successfully answered 8 questions online, while another provided a relevant response to just 3.
50% of insurers were on Twitter, although just three responded successfully to tweeted questions, putting insurance in the bottom half of the sector league table. The average response time was 37 minutes, with the fastest answering in 16 minutes.
"The insurance sector has been radically changed by the expansion of digital channels, with the majority of policies now researched or bought online and consumer loyalty at an all time low," said
Success rates through email remained static compared to last year. While 90% of insurers offered the ability for non-customers to email them, only 70% actually responded to a message. And then just 30% answered the question satisfactorily, meaning that 40% provided a response that didn't meet customer needs. Again, there were great differences between insurers. One responded within 1 hour and 6 minutes - yet the slowest took over five days (125 hours and 24 minutes).
The study also analysed company performance on web chat. However at the time of the research no insurers offered web chat, although one has since introduced the service. Across all sectors the study found that web chat scored highly for accuracy and speed, with 93.5% of interactions receiving satisfactory answers in an average time of 4 minutes and 29 seconds.
The full findings of how the insurance sector performed within the Eptica Multichannel Customer Experience Study, along with recommendations for areas to focus on, are available in the Eptica Insurance Guide, which can be downloaded from http://www.eptica.com/insurance-multichannel-Study-2014.html.
Eptica Multichannel Customer Experience Study methodology
As part of the Eptica Multichannel Customer Experience Study ten insurance company websites across the motor, life, travel, pet and household sectors were evaluated in five areas:
For their ability to answer ten basic, sector-specific questions via their website. These included:
What is your cancellation policy?
Do you offer a loyalty discount if I take out more than one type of insurance policy with you?
What is your maximum no claims discount?
On the speed and accuracy of their response via their email channel
On the speed and accuracy of their response to a directly tweeted question
For their ability to answer a question through web chat (if offered)
On the consistency of response across digital channels (email, Twitter and web chat)
As well as insurers, the Study surveyed websites across the retail, travel, consumer electronics manufacturers, utilities, telecoms and banking sectors. The full Eptica Multichannel Customer Experience Study report can be downloaded from http://www.eptica.com/Multichannel-study-2014-Website.html.
 At the time of the research none of the insurers surveyed provided web chat, though one has since implemented it
Eptica is the European leader in multichannel and multilingual customer interaction management software, covering the email, web, social media, web chat and agent channels. Available on premise or as a Software as a Service (SaaS) solution, the Eptica Customer Engagement suite enables organisations to improve engagement with customers, increase efficiency and drive sales by delivering fast, consistent and personalised responses to their queries, through their channel of choice.
The Eptica customer engagement platform is designed around a central knowledgebase, powerful workflow and Eptica Linguistic Services(TM), advanced linguistic capabilities that enable organisations to quickly understand the tone, sentiment and context of digital interactions and automatically deliver personalised service.
Today, more than 400 organisations across all industries and in 15 countries rely on the power of Eptica's platform. They include Axa, Dixons, Domestic & General,
For more information visit http://www.eptica.com/, connect with us on LinkedIn, follow us on Twitter, Facebook or read our blog.
For further information, please contact:
+44 (0) 7976 535147 / firstname.lastname@example.org
Most Popular Stories
- Americans Still Pessimistic Despite Economic Growth
- Bogdanovitch Delivers Laughs With 'She's Funny'
- Nintendo Launching 'Amiibo' Toy-game Franchise
- Labor Day Travel Up, Gas Prices Down
- U.K. Raises Terror Threat Level to 'Severe'
- Apple to Unveil New Items on Sept. 9
- Parra Joins Exclusive Club of Hispanic CEOs
- Axxis Solutions Appoints Benites as CEO
- Canada, Russia Go to War (on Twitter)
- Obama Puts Ukraine Violence on Russia