Each year, $41 billion is lost by U.S. companies due to poor customer service. On the flip side of that coin, 87 percent of consumers will share good customer service experiences with others. Using InsureSign for e-signatures is one way that insurance agencies are delivering superior service through an easy and convenient signing experience. Here are four other ways you can take your agency’s customer service game from good to great:
- No. 1: Focus on every step of the customer’s journey. In order for it to be great, customer service has to happen at more than just the beginning of a relationship. Think about what you can do to delight customers after they’ve purchased a policy. It could be some helpful information related to their policies or lifestyle, recognition of special days like birthdays or even a simple thank you.
- No. 2: Mind your website. Today, the customer experience often begins online. Make sure your website is easy to navigate and provides essential information about your agency and product offerings. Provide self-service options like the ability to request a quote online, but also give your website visitors an easy way to contact a person, whether that’s via phone, email or chat.
- No. 3: Be upfront. By its very nature, insurance has a great deal of fine print. Explain policy and coverage details as much as possible in order to ensure that the customer understands exactly what he or she is getting. Customers don’t like feeling tricked, especially when it comes to protecting the things that matter most, and they value straightforward expertise.
- No. 4: Resolve problems quickly. You can’t avoid every customer problem, but you can work to resolve them in a timely fashion. While this isn’t always possible, aim to resolve the issue on first contact with a customer. If the problem requires another person to be involved, brief that individual on the situation rather than making the customer repeat everything.
Tell us, what customer service tips do you have for your fellow insurance agencies? How does your agency exceed customer expectations?