Five Rules of Client Contact to Boost the Reputation of Your Insurance Business
20-Mar-18
In an era of e-mail, text messages and social media, instant communication is an integral part of modern life. As such, quick and efficient communication is important for every business. Long gone are the days when customers are willing to wait long periods for a response to questions or concerns. Rather, there is an appetite for instant answers and swift resolutions. Customers are also used to having information at their fingertips, desiring only focused, relevant details. To avoid potential damage to your business reputation, taking a close look at your client communication is vital. When Clients Contact You… Be contactable A mere 16% of people would rate their insurance companies as “excellent” when it comes to being contactable. 32 % consider their providers “good”; leaving a worrying 52% who feel that their insurance company is not as easy to contact as it should be.[i] In the event of a crisis, policyholders need to get in touch with their insurers quickly and efficiently. 73% of customers indicate that they would be likely to look for another provider if they did not receive consistent good service across all aspects of their experience. [ii] It is clear that if policyholders don’t receive the service they expect then they will leave and they may also damage the reputation of the company as they go. With social media and online reviews allowing instantly visible complaints, the possibility for reputation damage after poor service is all too real. On the other hand, insurance companies that respond well to attempts to contact them are likely to benefit from excellent client retention as well as positive reviews from their customers. There are a number of ways that insurance companies can offer customers an efficient means of contact. These include: · Responding to e-mails without delay. · Having multiple people working in call centres, so that clients do not ...
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