May 2019 – Account Owner Help: From Co-Browsing to Email Forms

Online contact resources enable account owners to resolve questions on their own time, preventing long or unnecessary phone calls to the firm. FAQs, email forms, phone numbers and chat options allow account owners to select a contact method appropriate to the urgency and importance of their questions. As personal preferences and technological literacy varies among account owners, firms should provide clear and findable contact options on both the public and account owner sites, without overwhelming users with an excess of choices. Account owners can avoid needless frustration and lengthy phone calls when resolving quick questions, while firms benefit from saving on call centers and increased customer satisfaction. This Annuity Monitor Report evaluates the contact options available to account owners on the public and account owner sites of the 18 firms in our coverage group.

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