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Customer service is getting speedier and more personalized across industries. From banks to grocery stores, people expect to get their needs met almost immediately.
These same customers are your customers. If you don’t have the insurance tech needed to match these growing expectations, you’ll be counted out. So, what tech do you need to keep up?
Top Self-Service Insurance Tech for the Independent Agency
We’ve seen a lot change over our decades of service to independent agencies, but the recent jump in self-service tech is a whole new ballgame. We’re here to stay on top of these advances and equip our Partner agencies with the tools they need to serve their customers better. Below are the top self-service tools we’ve identified and our recent posts detailing the benefits and importance of each.
Customer Self-Service Portals: Customers want instant access to policy information, including plan details and insurance cards. Find out how these portals can cut down service responses, saving you time and money while improving customer service. See our post “Why Agencies Fear the Self-Service Portal and Why They Shouldn’t”
Mobile Websites & Apps: We hold a wealth of information in our pockets, and your customers expect to be able to access your agency info via that mobile device by their side. See why mobile access is critical, especially for things like submitting accident info and getting claims updates. Read our post on “Top Agency Management System Tools: The Insurance Mobile App”.
Integrated Texting: Texting is now the number one mode for quick information exchange. Your customers expect to be able to reach you by text, and your management system needs to be able to capture that exchange with texting integration. Learn more about integrated texting in our post “Insurance Management System Musts: Integrated Texting”.
Partner Connect is a multi-level offering that includes a custom client self-service portal, agency mobile app, and branded website designed for customer convenience, agency availability, and brand promotion.
There are two significant factors consumers take into account when deciding where to bring their business: price and customer support. In fact, American Express found 90% of Americans surveyed consider customer service in their purchasing decisions. However, people will remember service before they think about price. In many cases, customers are willing to take a price increase as long as their service remains superior.
Independent agency owners know this well. Quality customer support is one of the major reasons why clients work with our Partner agencies. Below are some of the ways to improve your service, answering questions on how to get insurance clients and how to keep them.
Reach out to clients on your own, fostering a relationship. You want the client to think of you as more than just their insurance provider, but as a friend and trusted advisor. And, you want them to think of you whenever they hear about or think of insurance. With that positive correlation in mind, they’re more likely to refer you to a friend or family member regardless of their insurance needs.
Listen
It sounds simple, but asking questions and genuinely listening to answers on how you can improve is powerful. Your clients are smart and will tell you what you need to know to improve. From what services they like and which they wish you provided, to preferred communication methods, your customers are the best source of advice on how to better your service.
When your client has a problem or a suggestion, take responsibility to help find a solution. If the issue will take some time to remedy, continually update them on its status. Your customers will take note and spread the word about the effort you put forth, regardless of how and when their problem is solved.
Leverage technology
Customers expect tech to be a part of your service offerings. Leverage available technology to allow your clients to self-solve their issues and quickly connect with you when needed. Client portals, integrated texting, and mobile website access are a few of the essential tech pieces to provide superior service to your customers.
Are you leveraging all the latest in industry technology? Find out here
Make Your Service Superior with Partner Platform
At SIS, we take our customer service seriously and that means providing our Partner agencies with the tools they need to keep their service top-notch. Our latest customer-focused addition to the Partner Platform agency management system suite is Partner Connect. With Partner Connect, our agencies can choose from multiple offerings, including a custom agency-branded mobile app, client portal, and updated agency website design.
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Have you properly equipped your insurance website for sales? Almost three-quarters of insurance shoppers go online to do research and obtain quotes, so you need a quality website to attract those sales.
This shift to online prompted our Partner Platform team to think more about agency websites and how to optimize them for sales and service. We now work with agencies to help them create a custom site to grow their business after seeing several common mistakes. Here are some of the ways we saw agency websites missing the mark – and how we helped them correct their missteps.
Partner Platform announces seamless integration with Rocket Referrals – expanding marketing automation capabilities to send timely communications, cross-sell policies, and measure client satisfaction while building long-term relationships with their insureds.
How did the COVID-19 pandemic change your insurance agency management?
Most agencies are emerging from pandemic lockdown with their business still healthy – perhaps even healthier for those that benefitted from restrictions that reduced claims. An agency that emerges from such an immediate and drastic change with economic strength speaks to their resilience and preparation.
