in brief Insurance giant IAG has contracted software vendor RightNow Technologies to provide a hosted customer relationship management solution for its new online-only insurance division The Buzz.
Among other features, RightNow is providing an online chat function that allows prospective customers to chat online with a customer service representative, allowing co-browsing functionality where customers can be guided through application or claim forms.
In a statement distributed by RightNow this morning, The Buzz chief executive Jacki Johnson said customer expectation about customer service had been influenced by experiences with industries like retail and banking.
"So, while customers may only interact with The Buzz, or any insurance company, once or twice a year, it's really important to make that interaction quick and easy," she said. "That's why we listened to the community and delivered the service channels that people want. For instance, we know that a live chat session is favoured above click-to-call."