Insurance Soup Blog
Selling 101 tells us that the key to a successful business is a happy client base because happy customers become loyal customers who stay committed to doing business with your business. Of the several factors that play into how a business makes and keeps their customers happy, customer service is at the top of the list.
Providing customers with a comprehensive, personalized experience will help them to boost their familiarity with their insurance policies and reduce the frequency of claims, and satisfied customers are more likely to continue to make use of your business, even as coverage needs change.
Paying close attention to the following should keep your agency's customer service experience on point.
LESS IS MORE
When you think of your own interactions with ANY kind of business, SIMPLICITY is something that ALWAYS adds value to the customer experience. Ease of finding a business, accessing information and/or the ability to get in touch with the right employees is key. Be sure that your agency has a finely tuned website that quickly and easily points customers and prospective customers to the information that they need. Consider your audience and make sure your site caters to them as best as possible.
DON'T LEAVE CLIENTS HANGING
Your clients are like you - BUSY. They don't want to spend time searching the internet for answers to questions that an agent could easily answer for them. This becomes an issue for agents because we're often on the road or in meetings. This means that support staff is key, and not just for taking messages. Be sure that other team members are educated on frequently asked questions and processes so that they can answer questions for clients in your absence, even if that "someone" is a chatbot on your website or Facebook business page.
If your client knows you've done everything you can to save them money WHILE ensuring that they have the most thorough and appropriate coverage, you establish an invaluable level of trust. If your client knows that you're keeping an eye on their coverage in terms of changes that may negatively or positively affect them, you're likely to keep them for life. The client results that come from a highly attentive level of service is immeasurable.
ABC - ALWAYS BE CUSTOMIZING YOUR SERVICE
Insurance isn't a one-size-fits-all business. Not every client is going to need the exact same elements of customer service. Some clients will require at home visits while others may need more of your time via phone or zoom. Keep in mind that the policies you offer should be just as customizable as your service. Offer policies that allow customers to only pay for insurance as they need it. It’s a popular solution for many individuals. If a service can always be easily updated, that shows that specialization and finding unique solutions for certain groups of customers is a priority.
Staying on top of each client's specific needs is a game changer when it comes to customer service. At the end of every transaction whether it be online, in person or on social media, your clients should be made to feel like they are your number one priority and you're committed to making every aspect of doing business with them an excellent experience.