So, you signed up for a texting service to better communicate with your clients and customers – now what? Staring at that empty message box can be as intimidating as staring at a blank Word document. What do you say? Where do you start?
Texting gives you an opportunity to break through the stereotype that insurance communication is stiff or impersonal. Connecting with insureds on a medium they prefer and use in their day-to-day feels more human and natural to them. Using emojis in texts or customizing texts with dynamic fields reminds your customers that you’re a real person on the other end of the phone. It builds trust and boosts that incredibly valuable relationship.
It’s important to approach crafting texts differently than you would emails. Email is long-format and is often perceived as low-priority, whereas texting is short and elicits a sense of urgency. This is the magic of texting: it results in a nearly 100 percent open rate compared to the 20 percent open rate typically seen on email. On top of that, the average response time for a text is just 90 seconds. However, it does mean you have to be more intentional and strategic when writing texts.
With Zipwhip, you have 600 characters to get your message across. This is intentional. Just like Twitter, we place a character limit to encourage brevity and clarity. A text message should not be a long, rambling novel. If you need more characters, that’s a good signal that a phone call or email might be better suited for your message at this time.
Although one size does not fit all, we recommend that each text you craft includes three core components:
- A friendly, personalized greeting
- A brief core message
- A call-to-action
Now that we’ve covered the basics of how to craft a text message, what about how to text for insurance? When should you send a text? What do you say in your text? We’ve pulled together a list of tried-and-true examples of ways insurance agents should be texting with clients. These sample text templates for insurance cases will help you quickly craft your next message.
1. Introducing Yourself
That first point of contact can often be scary. How do you start the conversation? Use this as an opportunity to introduce yourself and let your client know how they can get in touch.
Hello [First Name], thank you for opting in to receive test messages. I am Madeleine, your local Farmers agent. Please call or text back when you are free.
2. Reminding Clients of a Phone Appointment
Schedule messages with custom dynamic fields for dates and times to send appointment reminders. Set it up once and then don’t think about it again!
Hello [First Name], looking forward to speaking with you today at [Custom Field 1]. Feel free to let me know if you need to reschedule.
3. Sending Directions and Reminders for In-Person Appointments
Never hear “Sorry I’m late, I got lost!” again. Easily send your clients directions to your office within appointment reminders. With Rich Communication Services (RCS) enabled, your customer can even see the address on a map in-line.
Hello [First Name], looking forward to meeting with you today at [Custom Field 1]. Here is a link for directions of my office: <Link>
4. Notifying Clients about Policy Changes
Notify clients about important changes to their policies. Schedule a text to send as soon as the changes are made, so there’s no gap in communication. Customers will appreciate the timeliness and promptness of your notification.
Hello [First Name], just a reminder that the terms of our policy have been updated. To review the updates to our policy please click on the link in this message: <Link>
5. Acquiring Missing Documents or Paperwork
Quickly remind your clients about missing documentation or outstanding paperwork. This expedites your workflow and saves your team time and money tracking down documents or playing phone tag.
[First Name], thank you for speaking with me today and for being a valued customer. I am missing one document needed to complete your paperwork. Please call or text me back at your earliest convenience.
6. Notifying Clients of Missing Payments
Gently remind clients of late or missing payments with this text template. Giving a clear call-to-action will help resolve the delinquency quickly.
[First Name], we have not received your payment this month. Feel free to call or text back at your earliest convenience.
7. Acquiring Photos of Claims
Pictures speak louder than words. Let your insureds text pictures of their damaged vehicle or property directly from their phone to your computer. Easily save and file these images within their claim documentation.
Hi [First Name]. Do you have a picture of your damaged vehicle? If so, please send it my way so we can file it with your claim.