How to Increase Touchpoints with Your Insurance Policy Holders

When we discuss touchpoints with regard to a policy holder, we’re referring to all the times a customer makes contact with you or your agency, either before, during, or after a purchase. There are a variety of these moments and the first contact can happen in a number of different ways. By understanding and increasing these touchpoints, you can provide your customers with a higher level of service and satisfaction, thus building loyalty.

Today we’ll look at how the customer’s journey affects your touchpoints, and how you can define areas where additional touchpoints are needed.

The Customer’s Journey: Identifying and Creating New Touchpoints

First and foremost, you must place yourself in the shoes of your clients. You cannot possibly understand their journey until you’ve walked a mile in their shoes. Think of the entire process of acquiring a new client from beginning to end and imagine it from his or her perspective. Let’s break down the process:

1. Before the Transaction

This is where you catch the attention of potential clients. Touchpoints here revolve around marketing efforts such as ads, social media marketing, online testimonials, referrals from other customers, and more. Social media is the big takeaway here. Utilizing this touchpoint will connect you to more potential clients than anything else.

2. During the Transaction

This touchpoint will most likely be your agency or office. It could also be over the phone, but either way it should be structured to meet and exceed the customer’s needs and requirements.

3. After the Transaction

This is where you work to retain the policy holder you’ve acquired. These touchpoints will include things like follow-up calls, updates on new rates and premiums, and constant support and assistance to your clients.

Now that we’ve established the customer’s journey, take a step back and see how everything you do falls into these categories. Where are you lacking in this process? Are you missing a presence on social media? Have you followed up with customers recently to see how they’re doing?

By asking yourself these questions, you’re finding any and all holes in your customer’s journey that need additional touchpoints.

Using QQCatalyst to Create Customer Touchpoints

Our cloud-based insurance agency management software is designed to not only streamline the experience and increase your efficiency, but it is also capable of being a customer relationship management tool. What we mean by this is that our software gives you the ability to create opportunities for touchpoints with your clients.

For example, you can create notes for yourself to contact customers for a follow-up call a few weeks after an accident to ensure that everything went smoothly and to ensure they are all right. Another example is our renewal adjustment report, which gives you all the information you need to find alternatives that can save your clients money.