Nobody answers the phone anymore, so you might assume that phone communication is dead. However, HubSpot reports that the phone remains a top channel for customer service, surpassing email and social media in terms of usage.
Despite recent changes in communication channels, insurance phone services are surprisingly popular – and when it comes to phone expectations, customers are more demanding than ever.
Why Responsive Phone Service is Crucial
People still talk on the phone. They might not answer calls from numbers they don’t recognize (due to the surge in robocalls), but when they need help, many people will pick up the phone and call a business. For insurance agencies and insurance call centers, responsive phone service is critical.
In a recent McKinsey consumer survey, respondents of all ages said that live phone conversations were among their most-preferred methods of contacting companies for help and support. That finding held true even among 18- to 28-year-old Gen Z consumers, a cohort that favors text and social messaging for interpersonal communications.
One financial-services company reports that its Gen Z customers are 30 to 40 percent more likely to call than millennials, and they use the phone as often as baby boomers. Premium-segment customers of all ages also prefer the phone, with many saying that live phone support is part of their premium service expectation.
Buying insurance is a complex process. Although insurance shoppers may start their buying exploration by taking a DIY approach, they may not feel confident completing the purchase on their own. They often want assistance – and the phone is often the easiest way to receive quick answers.
Service Expectations Have Changed
Although the phone remains an essential communication channel, expectations regarding phone calls have changed.
In the past, customers accepted that many businesses would only be available during business hours. If they wanted to talk to someone, they needed to adjust their busy schedules to find time between the hours of 9 to 5 during the workweek.
That’s no longer the case. The rise of smartphones means most people have their phone on them 24/7. Plus, the emergence of chatbots means people are used to being able to ask a question at any time. If they can contact a business by chat, why shouldn’t they be able to contact a business by phone?
This has led to an increasing expectation of 24/7 phone service. According to Zoom, consumers now have higher customer support expectations than ever before and have come to expect faster, more efficient help, available 24/7.
Zero Wait Times
Modern consumers don’t just expect someone to be available 24/7 to answer their calls – they also want to have their call answered without waiting on hold. In the Zoom survey, 85% of people said short wait times should be part of a positive customer experience. However, only 51% of people say they experience short wait times. In other words, companies aren’t meeting customers’ expectations.
How long are customers willing to wait on hold? Just 90 seconds, according to AT&T. After that, most callers will hang up.
Zoom warns there could be other consequences. When people are unhappy with customer service, they don’t just take their business elsewhere: more than a third leave bad reviews, 31% mention the company on social media, and 57% warn their friends and family about the company.
How Can Companies Provide the Live Phone Service that Insurance Customers Demand?
Having a full call center staff ready to answer phones without delay at all hours of the day and night (including weekends and holidays) is too expensive. Insurers never know when the phone will ring, meaning surges in call volume may happen when you’re least prepared. However, you also don’t want to lose out on business or risk bad reviews.
Insurance agencies and insurance call centers need a way to answer phone calls quickly without driving up costs. Thanks to new Voice AI capabilities, this is possible.
In fact, Liberate’s friendly Voice AI agents answer every call with zero wait time. Insurance customers receive the efficient service they demand; insurance agencies finally have an affordable way to scale their businesses and manage unpredictable call volume.
Voice AI agents can be integrated with other systems, enabling them to carry out orchestrated workflows and resolve issues for your customers. By handling mundane, everyday calls, Voice AI gives insurance employees the freedom to focus on tasks of higher complexity.
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