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Text messaging for insurance agents - the missing piece in your communication strategy

February 28, 2020 by ClientCircle

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Here’s what you need to know about text messaging for insurance agents and how it works best when combined with handwritten cards, emails and a strong web presence.

You have a great website and your Google My Business profile is up to date. You’re sending personalized emails and handwritten cards at the right times throughout the year—and you have a solid social media presence. You’re also following up on Net Promoter Score (NPS) survey responses, both good and bad.

If this is you, nice job. You’re doing all the things that get clients to stay longer, buy more and refer their friends. And companies that invest in the customer experience, communications and improving client relationships do better than their competitors.

Now here’s where text messaging comes in. On top of all the fantastic work you’re doing, texting is likely to give you an extra boost if that’s what you’re looking for.

What texting can do to grow your customer relationships.

Texting is quick, personal and convenient. Here are a few reasons it may be time to add it to your tool belt:

  • People read their texts. Studies show that text open rates go as high as 98%.
  • On average, people respond to texts in under 90 seconds.
  • If you have incomplete data for clients (maybe you’re missing an email address or there’s a change of address), texting might be part of the solution since people rarely change phone numbers.
  • If a client is unresponsive via other methods, texting could be the way to reach them.
  • You open yourself up to different demographic groups who may value the convenience of text (millennials and younger, for example).

Even though it offers fresh ways to interact with clients, texting isn’t a magic cure-all. Some messages and touch points will never translate well to texting. It’s hard to share a useful article, explain a cross-sale opportunity or meaningfully wish someone a happy birthday.

Nobody is going to get the fuzzy feeling that comes with a birthday card from a text message. That’s why you should continue leaning on email and handwritten cards to do some of the heavy lifting.

What kind of messages work best via text?

  • Quick welcome messages
  • Appointment reminders
  • Account alerts
  • NPS and review requests
  • One-on-one conversations

Ready to start texting your clients? We can help.

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*Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.