People who identify themselves as only "somewhat" technology-savvy reported a higher overall use of smartphones than those who describe themselves as more comfortable with technology, and insurers should build customer service platforms with them in mind, rather than the tech-savvy users, according to “Innovation in Insurance: A North American Consumer View,” a survey from financial research and consulting firm Celent.

The survey found consumers have and use a variety of technologies for service interactions and increasingly use smartphones to perform customer service activities. Not surprisingly, users have distinctly different preferences that vary based on the sorts of transactions they need help with, and with few exceptions, that self-service is now the preferred method for both simple and complex functions.

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