a consistent interest in content that is outside his profile, the click stream analysis would help to alter his profile and help to create a new profile that describes the user’s interests better. A record must be maintained of the account holder’s visits to a site. If some account holder is found to be absent from the site for a prolonged period, an email should be sent to him, informing him of the new offers for him or providing links to articles on the site.6.2.4 The Transition: the quoting processDepending on the size of the policy, the user could be offered automated quotes based on a questionnaire, or could be offered a chat with the agent before the quote is made. For the higher end clients, the ‘Push to Talk’ facility could be utilized to get the client details and to make the appropriate quotes.6.5CustomerThe customer is a person who holds a policy with the firm. For the customer the web site should provide, apart from the facilities available to the account holders, facilities to track the status of their policies.A policy manager should be provided to the customer. The policy manager should offer the following features:Alerts for premium payment. The alerts should be available via email as well as on the user’s personalized home page.Recommendations for scheduling premium payment, switching policies, changing amounts etc.Informing the policyholders of the possible riders.For unit-linked policies, the policy manager could offer information and advice on the performance of various sectors of the economy, and which sector offers the highest returns.Facilities for on line claims filing and tracking. Filing and tracking requests for change of policy / modifications etc.Facility for initiating online chat video conferencing to service representatives.Ask for referrals. Offer benefit for each referral by the user. 6.3 PotentialThe account registration process also includes questions that make it pos...
