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 250 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
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.
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!
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.
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.
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.
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.
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.
How to create a text message template
Save time by pre-drafting messages that you send often and storing them as a text message template.
Madeleine Wilson is the content marketing manager for Zipwhip. Her experience in brand strategy, strong writing skills, and eye for design help drive traffic to the Zipwhip website. She loves telling the stories of how Zipwhip impacts businesses and consumers.