Today’s insurance customers have very different needs versus those of 20 years ago. With a broad choice of providers, they are more selective, and, with a range of communication channels, they are able to interact with insurers on their own terms. Insurance companies are expected to offer an exemplary and transparent multi-channel customer experience, just like leading retail brands.
The insurance business is not inherently high touch, which puts more pressure on insurers to make the most of every customer conversation. As insurers move to become more customer-centric, it is important to find ways of balancing traditional and alternative interaction channels. Put nicely, existing communication mechanisms are not sufficient to respond to policyholders’ needs.
Pega Customer Service for Insurance is the next generation customer engagement desktop designed for today's digital policyholder. Its omni-channel functionality ensures that service interactions are consistent and up to date. Its intelligent and contextual service suggestions offer step-by-step guidance for a more personalized service experience – and it is does all this while empowering you to run on the cloud, on premise or a mixture of the two.
Here at Pegasystems we have put a lot of thought into solving these customer services challenges. I invite you to take a look at a new two-minute video and my colleague, Eric Deitert and I recently created. It shows how Pega Customer Service Pega delivers satisfying, efficient and accurate customer service to your connected insurance customers.