“In the world of internet customer service, it’s important to remember your competitor is only one mouse click away.” – Doug Warner
It’s a tough world out there, especially when it comes to insurance. Be present and clickable by using a mobile app. It’s a way to stand out among the competition and show your commitment toward innovation and being present for your customers right when they need assistance. Today, customer service starts with the experience. That experience starts the moment they think of you.
“Here is a powerful yet simple rule. Always give people more than they expect to get.” – Nelson Boswell
Your customers may not asking if you have a mobile app, but that doesn’t mean they don’t expect you to have one. The mere fact that you are offering add-on capabilities to your already impeccable service shows forward-thinking. Offering extra conveniences that go beyond what is expected will always put you out ahead. Mobile access is now a given. People use the mobile web for search and information and a mobile app for access to their own insurance container with easy access to personalized and secure information. Apps clear the deluge of information and offer access to just what is needed.
Be there, BEFORE your clients know they need you…
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs
Your customers may not know they need an app, but giving personal examples and highlighting other customer testimonials when sharing the app will make them have an “ah-ha” moment. And when they ask questions or have a problem, reinforce that the app offers in the moment solutions to make their lives easier. For example, the accident claims kit not only walks them through what they need to do but it keeps all information in one report that can be continually updated so all information stays in one place instead of multiple email threads. The result is that the client, the carrier and the agency all have the same report to reference.
Engagement
“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” – John Russell
When you start making more touch points with your clients, you’ll gain insight into their thought processes and learn why they do the things they do. Effectively using analytics from a mobile app in a meaningful way will give you a much better understanding of your customers and their habits. That first-hand knowledge will only improve your marketing and communications strategy so you can provide more personalized customer service. Which will have a higher response rate– your email asking them to answer a 3 question survey or your push notification asking the same thing?
“Don’t find customers for your products, find products for your customers.” – Seth Godin
Insurance is never going to be cool, exciting and mysterious… many think of it as a necessary evil. It’s something you pay for yet hope you’ll never use. So if you can give your customers something that helps them find more value in the product they’re paying for it improves customer satisfaction and retention. At the end of the day, you’re here to serve your customers. An app does just that and more by allowing you to share high level customized information with them and gives clients the comfort of easier access to you, their policy and necessary reports. It’s a product that has been missing from their insurance repertoire and lets them organize and be be in control of their insurance and how they handle their inventory, accident documentation and bill payment.
The right mobile app improves engagement and better engagement is a welcome improvement in the customer service experience.