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04.30.2015 - Insurers unable to adequately answer consumer questions online



View RealWire related news. Eptica research finds multichannel customer service not improving within insurance sectorReading, 30 April 2015, UK insurers are failing to deliver multichannel customer service to customers and prospects, answering just 40% of routine questions asked via the web, email and Twitter. The 2015 Eptica Multichannel Customer Experience Study found that while email performance has improved since 2014, finding answers to questions on insurer websites has become more difficult and Twitter response rates have remained static. 50%... Source: RealWire

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