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.