Customer service

BeyondKey Systems announced two new mobile apps today at the IASA Education Conference and Business Show. The apps are designed to improve customer service and customer retention, as well as provide better education tools for agents and consumers while reducing costs thru improved operational efficiency.

Brotherhood Mutual Insurance Company, an insurer of churches and related ministries, has selected Thunderhead.com, a provider of customer experience management solutions, to support all enterprise customer communications activity.

A fruitful group discussion on social media among ACORDLOMA attendees unveiled shared experiences and progress being made with social business.

New report from Strategy Meets Action outlines the transformation currently underway for portals, underlining the importance of building a robust enterprise-portal-technology platform.

J.D. Power report ranks auto insurers' websites on shopping and self-service, and finds that web-usability trumps price among customers.

Mobility has moved from being a business convenience to an opportunity over the past two years, and insurers are turning to customer service to take advantage of that.

App designed to provide instant access to coverage information, proof of insurance, claim submissions and roadside assistance.

Updated app designed to enable policyholders to expedite claim appraisals.

Sensing an opportunity among small commercial buyers, ACE Commercial Risk Services created a simpler international travel package policy and a Web-based platform to support it.

Learn how the UK’s original insurance comparison site increased online form conversions, reduced the time required to identify and resolve website issues, and significantly improved their overall online customer experience.

A committee of 11 insurer CIOs has selected nominees for the second-annual Novarica Research Council Impact Awards. Nominees include: AIG, Aegis, Erie Family Life, Great American, Nevada General, PURE, RLI and XL.

A survey of 1,000 drivers indicates they want more severe coverage penalties for phone use while driving.

Customers who use the service centers get their repaired vehicle back four days faster, on average, the insurer said.

IBM says software should enable the insurer to turn social media into an actionable communications channel.

Insurer will customize and brand the mobile app while integrating it with their core back-end systems using existing Web services.

INN developed the ranking in partnership with Celent, an independent business research and advisory service with a specialization in insurance technology. Celent facilitated survey development, data collection and analysis. The result is an insightful set of rankings based on objective peer review.

Mphasis, an IT services provider, has launched its Billing as a Service (BaaS) solution for the insurance industry. BaaS is a cloud-based solution that enables carriers to manage their complex billing requirements.

Eighty-three percent of P&C insurers indicate that they will increase their spending over the next three years. The top three areas for investments in analytics, according to SMA’s data, “remain the risk-centric areas” of product development, underwriting and claims.

Insurer plans to monitor how customers use the voice technology to further develop it across self-service platforms.

The volume of customer service questions posted on Facebook (across all industries) has increased 26 percent in 6 months, with an average response time of 13.7 hours—consumers expect a response within 60 minutes.