As carriers add more features and functionality to their Web sites, they need to implement technologies that enable customers to communicate directly with call center agents while they're online.Selling and servicing complex insurance polices on the Internet is like fitting a round peg into a square hole: it just isn't a natural fit. The Internet experience is all about providing customers with self-service capabilities, whereas products such as term life insurance and variable annuities require human intervention to explain their intricate features.
John Hancock executives believe they have solved this dilemma. Customers who have questions about life insurance policies while they're visiting the Boston-based insurance company's Web site can simply type in their phone number and click on a "call-me" button on the Web site, and a customer service representative will quickly call on the telephone. Or, using the Web chat feature, customers type in a question and get a quick response from a call center agent.
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