How Agents Can Use Social Media to Learn About Clients
Posted by: Agent Hub
Social media is powerful. Not only can it help grow your following, increase engagement and drive sales, but it can be a great tool to learn about your clients too. Once you take a deeper look at your social channels, you’ll find that you can uncover a wealth of knowledge on how your clients consume information, their spending habits and much more — all of which can help you develop a better relationship between your agency and your clients. Not sure where to start? Check out these three easy tips for using social media to learn about your clients.
Find out what questions your clients are asking
Using social media to find out what questions your clients (both current and prospective) are asking is a great way to learn more about them, their problems, and how you can help solve them. There are lots of online tools that can help you get started. Twitter’s Search and Advanced Search options allow you to ask particular questions or fill in extensive information, including specific words, people, places, dates and more. You can use this to examine industry-specific terms people are searching and see how you can best address any issues they may be having. Similarly, Google offers a myriad of helpful resources such as Analytics and Keyword Planner to help you get started.
Market to clients at the right time with the right message
The average internet user has 5.54 social media accounts and shares at least some type of content every day. And with users opting to share more personal information than ever, you can use this to help you drive sales. An IBM study found that out of 100 million social profiles, more than 150,000 people shared information about job loss or gain, 23,000 shared news detailing a business start-up, 20,000 shared graduation details and more than 2 million people shared travel plans. With statistics like these, it’s easy to see that people are sharing more personal details on social platforms — and as an insurance agent, you can use this to your advantage. Try using social listening platforms and third-party sites to aggregate life event data. From here, you can market to these clients at the right time and with the right message.
Learn about client concerns
Now more than ever, consumers are turning to social media platforms for customer service — and as a result, social media plays a key role in businesses helping address customers concerns. A Edison Research study found that 32 percent of respondents who have sought customer service via social media expect a response within 32 minutes, while 42 percent expect a response within an hour. While this may seem like a potentially stressful addition to your job, don’t think of it as a negative. By using social media channels as a means of reaching out for customer service, you can not only address client concerns fast, but learn how you can better serve your clients as a whole.