What are customer friction points? We’re glad you asked! Customer friction points are the bump-in-the-road experiences that frustrate clients when they're trying to buy your products, get coverage, look for client service, or renew with your agency. You can’t fix every friction point, but with our help, you can get a running start. Let us take you through some of the most common friction points we see for insurance agents like yourself, so you know where to focus.

The Problem: Sky-High Insurance Premiums

Insurance premiums have never been higher. Why? Things like inflation and increased natural disasters are raising replacement costs to an all-time high, which has a subsequent effect on premiums. The bad news? You have to tell your clients about those raised costs. Sharing that info can cause customer friction, making potential customers less likely to use your services. 

The Fix: Being Proactive

Address customer worries head-on! Let clients know you understand their concerns about higher premiums. Put clients' fears about getting a lousy deal to rest. Remarket risks to get the best coverage price possible and then reassure customers that they’re getting the best premium out there. Being proactive about clients' worries lets them know you care.

The Problem: Bad Communication

Good communication is essential. When you don’t communicate clearly or fail to get back to customers, they can get frustrated. Message customers in a clear, consistent way via the channels they most prefer or risk losing them.  

The Fix: Automate, Automate, Automate

There’s no need to stress about keeping up with client touchpoints when you have automation. Use automated software to send welcome emails to new clients, stay in touch with current customers, and reach out during renewals to boost customer retention. Automation can solve communication problems and help you deliver a quality customer experience.

The Problem: Limited Access to Policy Docs

Insureds need and want access to policy docs at all times. Agencies have to make this access possible. Otherwise, a customer who doesn’t have their insurance card on them after an accident could end up stuck on the phone while an agent looks for their policy info in an emergency time of need. That’s a problem for all parties.

The Fix:  A Customer Portal

You can’t be available 24/7, but your insureds expect 24/7 customer support. Meet customer needs with an online client portal that provides a great user experience and access to info any time, day or night. This way, insureds get what they want, and you can get some sleep! Client portals are a fast pass to auto ID cards. Clients can access these IDs immediately if they get into an accident – no phone wait times required. Another plus? An online portal saves you from endlessly answering customer calls – customer requests can just go through your online client service center! 

The Problem: Clunky Sales Processes

Sales processes need to be efficient and smooth (frictionless!) to keep clients hooked. Overly complicated sales procedures with slow quotes and long wait times can send clients packing – customers don’t like wasted time any more than you do.

The Fix: Fast Quotes and a Smooth Sales Pipeline

To keep prospects happy, you need a rating application that lets you quickly get risk information to as many carriers as possible. Then, make sure you keep your eye on all the opportunities coming through your pipeline, so you get more deals done quicker and your customers get coverage at the pace they need it.

Customer friction points can be a thorn in your side or an opportunity to show clients that your business offers the best service available. When you eliminate areas of frustration to increase customer satisfaction, you demonstrate why your agency is the best.  

Get more details about customer pain points and learn about the software that can help you solve each one when you read our EZGuide, 5 Customer Friction Points and How to Solve Them.