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CONSUMERS DEMAND ITRecent consumer studies show:

YOUR BUSINESS DEPENDS ON ITMultichannel engagement creates business results.

70%of the sales

process has already been completed before the prospect is willing to engage with a live sales person.V

50%of all respondents

spent 3+ hours doing online research prior to submitting an online inquiry form.VI

With information widely available online, insured consumers formulate their product preferences well before they engage with you. By providing a comprehensive website of your products and services and online self-service options, multichannel engagement creates more sales opportunities at your agency.

have stopped using a brand’s products or services because of a poor customer experienceIV65%

52% of insurance purchasers would switch providers if they could achieve greater online servicingIII

have used self-service channels in the past year at least onceII66%

74%

now use 3+ channels when interacting with an enterprise brand or organization for customer-related issuesI

O N - D E M A N D SERVICE CHANNELS , such as an online self-service portal and mobile options, make your agency more attractive to potential clients.

I 2014 State of Multichannel Service Survey. Parature, a Microsoft Company.II Ibid. III Understanding the Changing Insurance Consumer. Applied Systems. 2014. IV 2014 State of Multichannel Service Survey. Parature, a Microsoft Company. V Understanding the Changing Insurance Consumer. Applied Systems. 2014.

VI Online Buyer Expectations: A study of personal and business buying experiences where sellers fall short. Zogby Analytics.

VII The State of Demand Generation 2013. Pardot.

VIII Social Media Update 2013. Pew Research Internet Project. 2013.

IX 2014 State of Multichannel Service Survey. Parature, a Microsoft Company.

X Online Buyer Expectations: A study of personal and business buying experiences where sellers fall short. Zogby Analytics.

YOU ARE YOUR CUSTOMER’S TRUSTED ADVISOR, providing guidance so they can protect what matters most. Multichannel technology allows you to spend more time with customers and provide the service channels they expect.

43%of consumers

choose a traditional channel to interact with service providers IX

Your agency must embrace multichannel engagement to e�ectively reach all your customers and prospects. By providing them with multiple ways to interact with your agency, you maintain strong relationships.

73%of online

adults use social networking sitesVIII

YOUR CUSTOMERS EXPECT ITMultichannel customer engagement enhances your customers’ service experience.

W H Y D O E S YO U R AG E N C Y N E E D

MULTICHANNEL ENGAGEMENT?

W H E R E DO YOU TYPICALLY STARTyour research for future business purchases?VII

20.1%

PERSONAL NETWORKS& SOCIAL MEDIA

5.5%

YAHOO

2.8%

BING

71.6%

GOOGLE

71%of business

buyers were open to receiving text messages.X

When creating a brand presence, an e�ective and interactive website is key.

WEBSITE

A customer portal like Applied CSR24, the leading online self-service application, is critical for on-demand service your customers expect.

SELF-SERVICEAPPLICATIONS

TEXT MESSAGE

MOBILE DEVICE ACCESS

1-800 CALL CENTER

SOCIAL MEDIAYour customers seekyour guidance and adviceon social channels.

TRADITIONAL:PHONE & IN-PERSON

WAYS TO

ENGAGE

Applied Systems, Inc.200 Applied ParkwayUniversity Park, IL 60484800.999.568

For more information visit appliedsystems.com

© 2014 Applied Systems

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TO LEARN MORE VISIT appliedsystems.com/multichannel

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YOUR BUSINESS DEPENDS ON ITMultichannel engagement creates business results.

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