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Posts tagged with Aviva

How insurance companies handle social customer service

The most successful brands utilising social customer service are the ones that are not only quick to respond, but also genuinely helpful and clearly written by a human.

This is relatively easy in retail, where it’s more acceptable to adopt a relaxed, fun tone of voice, but how difficult is it for a financial services brand to not only maintain an efficient customer service channel that fully complies with banking regulations but is also human?

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How insurance companies use search marketing: Aviva

With so much competition from online aggregators, search engine results pages (SERPs) are a difficult terrain to conquer for companies that are ironically often featured on those very comparison sites.

However with a successful paid search campaign along with a strong focus on SEO techniques, it is still possible to rank highly on the SERPs.


Insurance sites need to work on their checkout processes

Last week we published a post looking at some of the world’s best ecommerce checkouts to see what we could learn from them.

They came from a range of industries, though they all sell consumer goods such as clothes or electronics.

One of the commenters noted that it would be useful to take a more targeted look at other industries, such as utilities, banking or insurance.

By coincidence, I’m in need of a new contents insurance policy so thought I’d murder two birds with one stone by reviewing the checkouts as I shopped around for quotes. 


Aviva and More Than come top in car insurance site usability study

In the competitive world of online car insurance Aviva and More Than offer the best overall user experience, according to a new report from Qubit.

Using a customised tool that scored 10 of the UK’s biggest insurers out of 100%, the two top performers both scored 76% while Admiral was the worst performer with an overall total of 59%.

Qubit’s ‘Find, Choose, Buy’ framework divides the user journey into three stages. ‘Find’ evaluates the customer search, as well as the possible alternatives on offer; the ‘Choose’ stage analyses information available, particularly on the search results and the product page, helping the customer to select the product. 

The ‘Buy’ section then examines the checkout process where the customer completes the online transaction.