6 Reasons Why Customers Prefer Chat and Text Support

Posted on

September 28th, 2021

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Customers contact their insurance provider through a variety of channels; however, chat support is dominating the field. In the next year, experts project that chat support will increase by 87% across all sectors. Certain industries may see even higher growth as consumer demand rises. Consumers prefer to engage via chat and text over all other digital platforms, and insurance companies can’t afford to overlook these tools.

The single greatest reason customers prefer chat interactions over email, web portals, and other digital communication channels is the convenience. However, their interests and preferences are more nuanced than that. Here are several reasons why customers prefer chat and text support:

  1. Instant access. Chat and text support connects the customer with an agent immediately. The customer doesn’t need to navigate an app, a convoluted phone tree, or wait 24-48 hours for an email response.
  2. Short wait times. Nothing is more infuriating for a customer than finally getting through to an agent just to be put on hold. Customers have a low threshold for frustration, and chat and text support circumvent this by providing fast service.
  3. Historical data. Recording a call for quality assurance is great in theory, but it’s tedious in practice. Agents or managers have to listen to the call or rely on voice translators to find the information they need. With text and chat, the data is easy to find with a simple search.
  4. Fast resolutions. Customers usually contact customer service when they have a problem. They expect rapid solutions, which isn’t typically possible with other digital platforms like email or social media.
  5. Time considerate. Customers hate sitting on hold, as it takes up time they could use to complete other tasks. While chat and text wait times are much shorter than other communication channels, customers can have another browser window open or return to their work while waiting for a response.
  6. Immediate answers for policy- or claim-related questions. Waiting on hold or going through multiple transfers to receive answers to basic questions is frustrating. Customers want instantaneous answers when they have questions about their policy or want an update on their claim, which isn’t possible without chat or text communication channels.

Meeting customer needs and expectations is critical to securing their loyalty. Providing chat and text communication allows customers to engage with their insurance provider when and how they prefer. Contact the experts at Actec to learn more about implementing chat and text communication channels.