Several factors affect the sustenance of a successful organization: product quality, durable professional agreements, efficient human resource, proper planning, etc. But all of these elements fade in comparison with the importance of providing powerful customer service.

Although the traditional customer service may come as in-person interactions, the self-service systems are the recent fad. The reason? Self-service systems are more personalized for the users, and these systems exhibit the same level of intelligence as we humans do.
 

Heavy competition and newer customer-targeted technologies have forced companies to stay always a step ahead in retaining the existing and attracting the potential customers. Amid the market-oriented and product-oriented marketing strategy, customer experience is more about the service-oriented aspect of a business. It is not to be misconstrued; however, that customer experience is all about solving problems and attending customer calls, although they all are a part of the process.

The insurance industry is witnessing a huge growth, which in India is expected to reach US$ 280 billion by 2020 according to a report by IBEF. This growth is directly proportional to the range of new customers the industry is going to serve. Providing the customers with the best experience of the services are of highest importance for a successful insurer.