Social networks contribute to the quality of the customer relationship. Their use is spreading among small-small-insurers.
New tool available for agents and brokers, social networks can increase the points of contact with the client whereas traditionally the issue of insurance is to not offer much time between the subscription and management of ‘disaster. “Social networks have rather been first used for communication of the brand, or as a prospecting tool for HR, but it is also a tool for customer relationship that the insured can ask questions, request opinion exchange with his advisor, “said Patrick Durand, Manager at Solucom. It still underutilized channel of the future.
“In the United States insurance agents already using social networks to establish a direct relationship of trust with the insured. They are friends with their customers on Facebook to inform or advise from a disaster, or they help young people in their professional relationships on Linkedin “recalls Julien Maldonato, consulting director at Deloitte financial industry.
In France, “the younger generations do not hesitate to go ask questions on social networks. Their use is in the DNA of 30-40 years. Agents can use it to respond to complaints in a quick, “said Alain Burtin, director market intelligence & services customers within the unit and Digital Market Management at Allianz.
Social networks thus possible to establish a relationship of trust, relaxed and quick to access, used both to inform the client as to process claims. But real tool service after sales, however limited to a processing simple, standard and is based on a sine qua non: that customers want to enter the community.