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The State of Customer Outreach: Top Ten Findings for Insurance


86% of insurance company respondents said the phone is their most important outbound channel, according to the commissioned study — An Optimized Customer Contact Strategy Combines Transparency and Intelligence: The State of Outbound Communications — conducted by Forrester Consulting on behalf of TransUnion.

When asked about challenges they were experiencing with their multichannel outbound communications, their top five involved messaging silos by product, brand or channel, as well as too many (or conflicting) messages, demonstrating the need for an integrated outbound approach.

Insurance companies are increasingly looking to technology vendors to provide solutions that leverage phone behavior intelligence and insights to help them reach consumers on the right day at the right time. In addition, they can benefit from tools like branded calling that help reassure customers it’s really them calling.

Key takeaways:

  • Why messaging silos by product or brand is resulting in frustrated customers
  • How customer intelligence and branded calling solutions are helping them increase right-party contact rates and enhance the customer experience
  • Why the need for an orchestrated, multichannel outbound approach has never been greater

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