As Customer Service Evolves, Your Insurance Marketing Strategy Must Too!
As an insurance agent, you have seen customer service evolve over the years. When you first opened up your company, you may have used phone support, paper mail, and fax machines to reach your community. Moving forward, you may have then leveraged email and chatting platforms online. Now, you most likely use social media to reach your customers. How can you continue to transform your customer service methods so your audience receives the best support possible? You must improve your insurance marketing strategy to cater to the current conversation.
Building the trust in your online community takes time. The way to do this is not only by understanding their needs, but also engaging them with relevant and unique topics. The interactions you have with each person on your social network are crucial to your reputation as well as the customer service you hope to improve. So here are some important things to consider when developing your insurance customer service efforts:
- Figure out exactly what you want to achieve by offering better customer service. As long as you include better customer experience into the equation, you can measure your success effectively.
- When handling lots of questions daily, you should have support. These can include management tools such as Hootsuite and Conversocial so you can keep track of your conversations with customers.
- Before you consider altering your customer service, you need a solid social media strategy. Your community deserves a personalized experience no matter how they reach your agency.
- Your social customer service staff should sound human and not robotic. Also, they should handle situations online professionally.
- Give yourself a timeline for responding to comments, questions, issues, and concerns. For example, if a serious issue occurs, try to respond within 15 minutes on the social media platform.
- Set boundaries for yourself and your customers. Ban abusive and inappropriate content right away from your customer community.
- If lots of customers are having the same inquiries, try grouping the answers together. This way, you can save time and satisfy the needs of your community in the process.
- If certain problems go beyond a social post to fix it, then move the conversation offline. You don’t want a heated discussion to occur for your audience to see in public.
The personal touch you bring to your social customer service strategy can go a long way when helping a frustrated customer. Serving their needs as quickly as possible will also show you care. Starting a dialogue is one of the only ways to really understand your community and address their questions. By focusing on a human connection with someone rather than results, your insurance marketing strategy will continue to evolve successfully!