What do they expect from you? Interactions with banks and insurance companies have been digitized in recent years. Who says digitization, says availability and responsiveness. Added to this is a strong desire for autonomy. The challenge for banks and insurance companies is therefore to assist Millennials in their efforts by being present at each stage of the purchasing process (research and request for information, geolocation, purchase, etc.) while being available and responsive to any time. How to seduce them.
Be available and responsive As we have just seen, availability and responsiveness are essential criteria for this much more demanding generation Y. According to the study, half fax list of them want an answer within the hour . It is then necessary to rethink the communication channels. Messaging applications and chatbots could, for example, be put in place. This would make it possible to offer answers 24 hours a day, 7 days a week or to access certain services quickly, such as making appointments. Do not neglect any communication channel While it is entirely relevant to develop new online channels, the others should not be neglected.
Banks and insurance companies must support Millennials in their efforts at every possible point of contact. Whether in a branch, by telephone or by e-mail, customer service must be provided in a reactive manner while maintaining a close relationship. Simplify customer journeys and online processes Even if great efforts have already been made, there are still points to improve: offers must be easily accessible and clearer; the quotation and subscription processes must be faster and digitized (thanks to the electronic signature for example); making appointments online should be made easier; interactions should be simplified with new 24/7 communication channels.