The important thing is that it happens in an omnichannel perspective , so we are talking about a multichannel customer experience . In other words, that the agent in charge of following the practice or the help desk operator are aware of the fact that the insured has already received a preliminary communication immediately after the event. This is not an obvious recommendation.
in fact, that the same brand uses multichannel , but without having a complete afghanistan consumer email list picture of the various touchpoints through which the customer gets in touch with the company. Omnichannel, on the other hand, places the customer at the center of all the channels used by the insurance company . And when something happens that creates problems, such as an accident, the customer does not find himself in the position of having to explain it again every time via email, telephone or social media. Especially after receiving a reassuring and funny video, the lack of omnichannel would turn into a real boomerang.