Putting Solutions at Customers' Fingertips
State Farm digital platforms earn international recognition.
Helpful. Fast. At your fingertips. When it comes to mobile applications, Stacy Miller knows these are key ingredients for a great user experience.
“People should be able to interact with an app whenever and however they choose,” said Stacy. “A customer first focus is critical.”
Miller is a State Farm® mobile app (SFma) technology analyst who was part of a recent update to make the online tool even easier for customers. The State Farm mobile app recently won three top honors in the 2020 Webby Awards, the leading international award program for internet excellence.
“Deposit a check, pay an insurance bill, request roadside assistance, file and track claims – you can do it all online – desktop or mobile,” she said.
“My favorite feature is the photo damage estimator. It’s really innovative,” said SFma software developer Andrew Erickson. “If a driver is in an accident, they can use the app to take pictures of their vehicle and submit them to State Farm. Those images are then used to write the customer an estimate. Efficiency and assistance, that’s what we’re about.”
The Secret to Success
From research to user reviews to direct communication tools, State Farm keeps a constant pulse on customer feedback.
“We’re in the business of creating solutions, and we take what people tell us seriously,” said software developer Nick Baker. “We’re constantly adding new features to improve the online experience. When digital tools are efficient, people can be more efficient.”
For first-time users or those with questions, a chatbot guides customers through the claim-filing process and provides proof of insurance cards without logging in. Using the chatbot, people can also get quotes and compare policy options.
“We want people to know we hear them,” Nick said. “During a prior iteration, many informed us the app was hard to navigate. So we personalized the dashboard, making it easier for people to find what they need.”
“We treat the app like raising a child,” Stacy said. “We take care of it, help it grow and thrive, and teach it to help others. Just like parenting, the work never stops.”
“Whether it’s the mobile app, online or a phone call, we’re good neighbors – and we’re there to serve every step of the way,” Nick said.