I used to work for an insurance firm a couple of years back. It’s one business that needs a phone number regardless of the advancement in technology. Yes it might be easier to correspond through email or chat but you can’t beat talking to a live person and getting resolution ASAP.
Also, based on my experience, because it’s about insurance the customers mostly get in touch with you because of an unfortunate event. More often than not, they call to claim their insurance but at times it may also be to apply for a loan against their policy, withdraw their policy due to one reason or another, or to make a payment.
Having a phone number for them to call in a way also helps them when they claim an insurance. I know it might not be good for the company to keep a call longer than necessary but someone who works in customer service can also empathize and sympathize with the customer while resolving an issue. I’ve had callers who think we’re heaven sent because we’ve processed their insurance just in time to cover their burial expense and for me email or chat can’t beat that feeling that you’ve helped someone halfway around the word.
At times we also get a lot of irate callers. Sometimes it’s about payments not posted yet, or their loans not processed yet. But having one call out of 200 saying that you’ve helped them is enough of a reward for the day for me. A phone number might be taken for granted by a lot of people but not for those who really need to talk to someone in times of need.
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