How to Provide Excellent Customer Service
Your clients want excellent customer service. Period.
A study showed that “by far, the most requested improvement from customers was ‘Better Human Service’.”
The insurance industry is a naturally human industry. Yes, technology is playing a much larger part in purchasing and servicing, but prospects and clients still prefer to work with a human overall. A Nielsen report shows that using a local agent is still preferred over digital means to purchase, inquire about billing, and file a claim.
However, some insurance agencies still aren’t providing excellent customer service. Excellent customer service begins and ends with open, regular communication with your clients. In fact, 47% of insurance clients said they would like to communicate with their agent more often. This is probably due to the fact that “only 44 percent of consumers had contact with their agent in the past 18 months.”
Providing Better Customer Service
So, how can you be sure your agency is communicating enough with your clients and providing the customer service they crave? It starts with monitoring the right information and communicating at the right times.
First, does your agency have a way to track all of your client activities or “to-dos” in a way that ensures nothing is missed? For instance, if you’re keeping to-dos on post-it notes, those can easily get lost or forgotten. In an agency management system (AMS), you’ll have a dashboard that you refer to every day with all of your to-dos neatly organized including due dates, others involved, related documentation, and more. This way, you keep client needs top-of-mind and activities for them don’t fall through the cracks.
AgencyBloc Activity List
AgencyBloc Open Activities by Status Graph
Can you quickly pull up information on all of your pending policies to see where they are all at in the process? This is important for two reasons: staying on top of your to-dos (like we discussed) and being able to quickly answer client questions if they call in or email you. Studies have shown that clients expect a response to an email within a day, a response on social media within a couple hours, and an immediate response via phone. Having the right information at hand will help you do this.
In AgencyBloc, a health & life insurance AMS, you can save searches based on almost endless criteria. For this situation, you would enter search criteria to pull up all policies with a pending status and save that search to view on your dashboard every day.
Pending Policies Saved Search in AgencyBloc
An important aspect of providing an excellent customer experience is proactive communication: talking with your client before something arises. Obviously, any negative issue applies here—if you can see something coming that will affect your client, be sure to reach out right away. But, proactively communicating about policy renewals is important too.
AgencyBloc allows you to automate some of this using automated activities and email. You can set a reminder for yourself based on renewal date to be sure you reach out, and you can also choose to have an automated email sent to your client a specific amount of time before their renewal date.
Policy Renewal Automated Workflow in AgencyBloc
Do You Have the Right Tools?
Do you have the technology in place to begin monitoring this information and using it to enhance your clients’ experiences with your agency?
If not, consider an agency management system. It will not only help you provide excellent customer service, but it will also help you streamline all other parts of your business.
Brian G. from Avenue Insurance Planners said this about AgencyBloc:
“Automated Workflow allows me to keep in better communication with my clients, and allows me to not have to remember everything I have to do on a daily basis because the workflows do it for me.”
See Brian's full video testimonial
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