Insurance and Social Media: 4 ways to leverage social for customer service

social media business consultant
Alberta Dentists restricted in social media & digital marketing: are consumers hurt most?
April 25, 2016
2018 social media and digital marketing tips for alberta business
Designing a Social Media & Digital Marketing program for insurance industry
May 24, 2016
Show all

Insurance and Social Media: 4 ways to leverage social for customer service

social media for your business calgary

Insurance professionals are beginning to see the power of social media.

They’re seeing an opportunity to reach customers and prospects, communicate more efficiently and effectively, learn valuable insights and get leads and track ROI. It also gives the insurance industry the chance to offer customer service.

Here are a few effective ways for insurers to establish a solid social media strategy:
(1) Be visible and valuable: “What consumers expect is determined by the experience a consumer receives elsewhere,” says Golesworthy. For example, talk to front line staff and figure out which questions come up the most. Utilize that content and post Q+As everywhere you’ve got a presence: website, social media, apps etc.

(2) Integrate across different business areas: An example would be changing the thought process around outbound to inbound communication – where sales traditionally reached out with cold calls, social media can be used to create a ‘warm call’, and compel consumers to reach out instead.

(3) Look beyond traditional approaches: Marketing in the insurance industry is no longer a ‘spray and pray’ approach. Real-time results are important, as are remarketing opportunities (the practice of using automated techniques to remarket to website visitors who leave the site and visit other sites like Facebook.) It’s not a coincidence that the jacket you were checking out online popped up on your Facebook feed!

(4) Participate in social listening: Use software to tune into brand mentions across multiple platforms like Facebook, Google, Twitter, and blogs. Learn from the positive and negative conversations happening online about your company

Looking to the future, more consumers will want convenience and the ability to take care of the tasks (like insurance) digitally, rather than via phone. Now is the time to take advantage of the tools available now, so you can deliver the type of customer service your clients expect!

Kat Macaulay, BA ADdPR BnC
Kat Macaulay, BA ADdPR BnC
Kat Macaulay is a Marketing Strategist, Writer + Speaker known for her no-nonsense approach to pretty much everything. Using data insights, she helps organizations market more effectively to get results that matter. She's also a high-scoring instructor at Mount Royal University, where she teaches Social Media Analytics and Google Analytics + Marketing Measurement. She holds certifications from Google, as well as Facebook and is currently working toward a specialization in Marketing Analytics and a certificate in Data Science from IBM. When she’s not busy juggling kids, volunteering + work, she’s busy planning her retirement to Cape Breton.