The idea of call centers may bring up heart rates for some, and bring a feeling of relief to others. This somewhat polarizing insurance agency support method has its pros and cons, which can vary from agency to agency. There is no “one size fits all” call center, and each are certainly not created equal. But no matter what you’ve heard in the past, this customer support solution is worth investigating for any agency.
Control. Fear. Empowerment.
These are just a few of the emotions I’ve seen on both sides of the client self-service portal experience. Agencies wonder if self-service portals will render human agents irrelevant while customers feel emboldened with the freedom to get immediate service. In this context, this top agency management system tool seems like a must-have yet a no-win for independent agencies.
The average insurance agent is 59 years old. That means they’ve lived through multiple insurance agency systems, having been in the workforce through the advent of PCs, the rise and fall of CD-ROMs, the introduction of email and Google, and a whole host of other major technological changes. And it’s time to embrace another.
If you’ve been in the business for a while, you’ve seen communication methods evolve. From in-person meetings to phone calls to email, the methods for staying in touch with customers have changed throughout the years. The most recent evolution is texting – a technique used for insurance customer retention and prospecting alike.
Yet, with all new technology, challenges go hand-in-hand with benefits.
Texting Problem #1: Capturing the Conversation
Texting transmits information quickly and can get business done fast, but these interactions are difficult to capture. Many agencies struggle to save such valuable conversations in their management system as a permanent record.
Similar to email, customers text outside of business hours, meaning most conversations are on a personal cell phone or tablet. In these instances, the agent needs to remember to screenshot their exchange, email it to themselves, and attach the screenshots to their management system the next day. This is a cumbersome process, giving agency owners serious concerns about E&O exposures.
Though third-party solutions are available, even these are limited. Some require to text using email – an equally cumbersome process. Suffice to say too often precious customer data is lost during a text exchange.
Gain best practices for capturing communication in your agency management system here
Texting Problem #2: Opting Out
Many agencies have adopted highly effective mass texting to prospects and clients. Though these methods yield great results, there is concern around allowing recipients to opt-out of receiving messages.
Similar to emails, if the recipient no longer wants to be sent content, the agency must offer and track opt-outs. Most email systems are set for opt-outs but with texting it is not so easy. And, once appropriate language is created, it can be challenging to remember to include the required opt-out language at the end of each text. Such barriers can cause an agency to forgo texting altogether.
Find out how to ramp up your agency messaging in our Improving Agency Communications eGuide
The Partner XE Texting Solution
At SIS, we know these texting issues well. That’s why, with input from our partner agencies, we’ve put together the best solutions in our Partner XE agency management system.
With Partner XE, users can text right from the system, saving each conversation automatically. Texts can be sent manually at any time, or marketing texts can be scheduled to be sent to a list of recipients in the future. Plus, we automatically add opt-out reminders, making it easy for the recipient to reply “STOP” to stop receiving text messages moving forward.
Get best practices on texting in ACT’s best practices guide for independent agencies
In fact, Partner XE will automatically check the opt-out box for clients and prospects when they opt-out of messages. Then, if a marketing text is scheduled, Partner XE will skip over them and not send the message to that user.
There are a lot of agencies in the market that would like to leverage texting but are held back with these issues. Or, they just don’t feel comfortable using such new technology. We can help. Get in touch with us today at email@example.com or 800.747.7005, Option 6 to learn more.
From the moment you work up till now, you have likely utilized some form of technology to do something for you. Whether it was Alexa, Siri, Google Home, or some other type of digital assistant, you’re not alone in relying on technology to make your life easier. But, as an insurance agency, have you considered how this culture of self-service tech impacts your business? How can independent insurance agents like you embrace the power of digital?
Dive into the digital age by harnessing the power of digital marketing
We’ve cracked the insurance sales code – and the key is your independent agency website. Your agency’s website is the endpoint for your insurance marketing strategies. All channels funnel prospects to your site, making it the critical piece to move them to customers. So, it’s time to take a good look at your website and ask yourself: are we making a good impression?