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EService-What can YOU Do?

An engaging and informative illustration representing online customer service with digital tools and a person using the Liberty Mutual website.

eService Engagement Quiz

Test your knowledge of our eService offerings and how to best assist our policyholders. This quiz will challenge you on important aspects of our digital platform and customer service.

Determine how to direct customers to our online services
Enhance your understanding of customer interactions
Improve your eService engagement skills

5 Questions1 MinutesCreated by HelpfulGuide27

Which one of these statements could you advise policyholders to go to libertymutual.com

"I have a police report I want to submit"

"I have my own estimate"

"I have photos of my missing items. How can I get these to my claims representitive?"

All of the above

What percentage of our policyholders engage in the digital app, eservice?

30%

65%

73%

A customer calls in requesting a list of shops closest to their job but does not have time to discuss on the phone. How do you respond?

"I can email those to you."

"You can go to Libertymutual.com to schedule your appraisal and view our GRN shops and reviews from other customers."

"I dont know"

"I can schedule that for you right now..."

When filing an FNOL for California a customer advises you they had a carseat inside their vehicle upon impact

Advise the customer to submit photos and email them into their claims representitive.

Advise the customer to submit photos and they how they can do using using Libertymutual.com

Advise the customer to submit photos though the mail.

"Don't worry, we dont need those..."

Which of the following questions can you direct the caller to go to their eService account to help themself?

"I have a copy of the police report"

"I have medical bills"

"I need my GRN shop information. Can you give me directions?"

"I have a picture of my carseat and I need to submit it."

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