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The coronavirus pandemic accelerated trends in several areas, including digital insurance customer service. A recent survey showed that almost 90% of American consumers think customer service is more important now than before the pandemic took hold of the world.

Consumers not only expect more from service providers, they also have more options, meaning they’ll choose an agency that offers quicker and smoother interactions over one that’s, say, unable to process esignatures. As your team transitions back to the office, now is the time to reevaluate your customer service tools and processes to keep up with expectations.

Everyone loves to get two for the price of one. It’s the beauty of doubling your money and getting more done in half the time: a win-win for all. The digitization of insurance has made that “two for one” thrill possible with insurance marketing tools that double as customer service tools, too. And it all begins with data.

The COVID-19 pandemic accelerated digitation across industries, and insurance was no exception. Part of the acceleration included a rise in direct-to-consumer (DTC) purchases. More people started buying goods and services online, cutting out in-person or phone interactions. That rise in DTC increased access to customer data.

The COVID-19 pandemic forced us to change many elements of our lives. For businesses, it created a quickening effect on plans to increase tech use and move to digital. With those changes, many agencies turned to their insurance websites as hubs for their business, whether or not their site was optimized to take on that level of responsibility.

As your agency evaluates how to shift to the “new normal,” consider these insurance website statistics and what they mean for your agency.

When it comes to your insurance prospects and customers, there are three main areas to focus on:

1. Improving ease and speed of service
2. Personalizing prospect and customer experience
3. Gaining data for expert advice

Each of these areas answers the question, “what do insurance customers want?”. Are you leveraging the right insurance sales software and processes to respond to these needs?

It may not be what it’s always been – and it may surprise you how preferences have changed. Advancements in insurance tech and changes in purchasing patterns mean your current and prospective customers may be looking for something more. Though you’ll have variation among different generations, there are commonalities within what your customers are looking for to get excellent service.