MODERN MECHANISMS FOR IMPROVING CUSTOMER SERVICE QUALITY IN INSURANCE COMPANIES
Abstract
High-quality customer service is a critical factor for the competitiveness and sustainability of insurance companies. In Uzbekistan, improving service delivery enhances customer satisfaction, loyalty, and market growth. This study examines modern mechanisms for enhancing customer service quality, including digital platforms, CRM systems, omnichannel communication, feedback monitoring, and service automation. Using case studies, regulatory analysis, and international best practices, the research identifies key factors affecting service quality and highlights challenges such as limited digital adoption, insufficient staff training, and inconsistent service standards. Findings indicate that integrating technology, process optimization, and employee development significantly improves service delivery. The study concludes that implementing modern service mechanisms enhances customer satisfaction, strengthens market position, and supports sustainable growth in the insurance sector.
Keywords
customer service, service quality, insurance companies, CRM systems, digital platforms, omnichannel communication, Uzbekistan, feedback management, automation, customer satisfaction
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