Personalizing Customer Service in the Digital Age
Great customer service used to be about a firm handshake and looking someone in the eye. Now it’s about getting out your message and your products as quickly as possible, using social media and the Internet. However, there are still ways that you can personalize your interactions with your client base, even if you never meet face to face.
Social media is the new customer service tool
Your agency needs to have an active social media account. Make sure that articles about your products, relevant information, and news, as well as your own personal insights about our industry, make their way to your website and social media accounts.
Providing personal customer service is no longer about waiting for the client to ask the question; it’s about anticipating the needs of your clients and providing them with the answers and information before they even ask. When a client has a question about a product, the most efficient way to serve your client is to already have the information available on your website or on your social media.
How to anticipate your client’s needs
Hopefully, your social media accounts and websites will generate client feedback and interactions. You need to involve yourself in all conversations taking place. Being a part of the conversation, leading the conversation, and just being available is the new way of giving your clients personal customer service.
By engaging in social conversation and interactions with your clients, you will get to know them on a deeper level, which will allow you to tailor your customer service to be more personal.
Information, not cost
Of course, the cost of insurance is going to be a factor for your clients, but when you interact with clients online, they are more interested in getting honest insights into the best insurance products for their lives. The information that you provide should be about helping your client, not about the profit margin. If a client thinks you are pushing a product too much because of price, you’ll lose credibility.
If you don’t know the answer to a question, don’t pretend or ignore the client. Be honest and promise to find more information that can help them make an informed decision. Sometimes, admitting that you don’t have the answer is the quickest way to build trust and transparency.
Make your independent agency more efficient
At AAI, we provide all the latest tools to advance your agency, be more efficient, and help you develop personal client relations online.