Phone interaction is not the way millennials (the 80 million potential insurance customers born between 1981 and 2000) prefer to contact their insurance provider. According to a survey by Insurity and Microsoft Corp., millennials rank the following technologies as important:
86% Personal Web portals with full view of their accounts
76% Live online chats with agents
67% Instant messaging with agents
69% Company blog to post concerns and questions
Also worth noting: a combined 48 percent of millennials would frequently or occasionally blog in chat rooms or social networking sites if they encountered a poor customer experience with their carriers.
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