Simple communication tool that insurance agencies can use to improve their overall customer experience is text messaging. According to Podium, a business SMS and messaging software provider, 90% of customers today prefer to engage with a business through texting or another messaging app. This statistic, shared via Podium’s 2020 State of Business Texting report, is not surprising. Customer expectations have been shifting this way for many years, but things have been fast-forwarded somewhat in recent months by the COVID-19 pandemic. With the public health crisis – and the physical distancing measures enforced to control it – business text messaging has become more important than ever.
Consumers today want convenience. No-one likes to play phone tag or send emails that don’t get read. They want their questions answered quickly and efficiently, and agents can use texting to facilitate this. From renewal notices, appointment reminders, and sending ID cards, agencies should be texting and allowing their clients to text them back. This will help agencies write more business and increase retention.
Insurance industry is in a state of transition; some might even call it forced transition, given the fact that the COVID-19 pandemic literally strong-armed the industry into digitizing overnight. Taylor commented: COVID-19 has forced businesses to adapt. Face to face interactions aren’t happening as frequently, and this has made businesses realize they must make changes. More people are online now than ever before as a result of COVID. If your agency is not shifting gears to adapt to this, there is a huge opportunity missed. It is crucial to stand out online, and have the most convenient process to engage with clients.