"Directly found that gig-based customer service work that is flexible goes a long way in creating better engagement with customers. These “gigers” are more motivated to resolve customer problems for at least two reasons. First, they are compensated by how many problems they resolve. Second, their ratings can impact their future gig employment."
Forbes July 29 2018- Shep Hyken is a customer service/CX expert, keynote speaker and NYT bestselling author
Seeing that "Insurance fails to make top 10 for customer service, slips 2%" Insurers should take notice. add to that that waste time and materials costs can be 35% of complex repair and replacement costs this is a key area for customer service and profit improvement
Claims services start at customer-led digital claim reporting and finish at settlement. Whether the claim requires drainage, escape of water, subsidence, fire or flood investigation or services, the work is carried out by extensive network of professionals.
The right professional on-site fast
Established, nationwide networks of professionals who can offer on-the-ground services fast, all using digital communications and orchestration technology platform.
Specialist teams for specialist claims
Complex claims require special services and needs a network including all kinds of professionals, including those with investigative, fulfillment and specialist skills.
Allocate resource efficiently
Align the availability, capacity and skillset of resource to the characteristics of the claim to ensure an optimal customer experience.
In the UK and US two claims services providers are delivering such digitally transformed services.
When the impact is a ten times plus improvement insurers should test these services before competitors beat then to it.
Antony Brydon, Directly’s CEO, shared the following comment: Customer expectations are through the roof, and the fixed and traditional customer service model can’t meet these rising expectations anymore. Customers expect answers in seconds or minutes, and companies are struggling to respond fast enough. Gig work allows a company to tap their product experts to answer support questions on products they use every day, and they can answer questions while waiting to drop off their kids at school, while grocery shopping, or from the comfort of their couch.”
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