Since COVID-19, consumers are turning to online sites for banking and insurance needs 33% more often. And they have clear expectations about what matters most in their online experience, and which communication channels they prefer. According to the survey, when it comes to digital interactions, consumers prefer email and chat over text and bots. Despite the vast resources of large banks and insurance companies, many are failing to
meet customer expectations. In the survey, more than 1 in 3 people reported that they’ve encountered a problem when transacting with a bank or insurance company online. In this challenging time, firms have a heightened responsibility to guide customers through complicated products and services.