WOW Your Clients with Your Customer Service During Open Enrollment

As an insurance broker you are preparing for the busiest season on your schedule: open enrollment. It's no secret that providing top-notch customer service can be a challenge during this hectic period. You must impress and meet the demands of potential clients. Meanwhile you also need to uphold the standard of service that your existing clients are accustomed to. That's a daunting task. But remember, even amidst this hustle and bustle, you should never compromise on the impeccable customer service you're known for.

We are here to help with detailed tips on how to wow your clients this open enrollment.

Key Takeaways:

• Establish connections with your clients.
• Meet your clients where they are, through their preferred communication channels.
• Take a proactive approach in customer service and anticipate needs.
• Implement customer portals, technology, and efficient workflows to streamline your processes.
• Encourage constructive feedback from your clients.
  
  

Get to Know Them

Establish a solid foundation and interpersonal connections with your clients, whether new or returning. Through these steps you can enhance your understanding and interaction with your clients. Gain insights into the people you’re working with by asking these questions:

Professional:

• Can you share what you liked about your previous plan and what areas you're hoping to improve upon with a new one?
• What specific coverage are you currently looking for in your health plan this open enrollment season?
• How can we better support your healthcare needs during this open enrollment period?
• What is your preferred communication channel?

Personal:

• Can you tell me about your personal priorities or preferences when it comes to selecting a health plan?
• Are there any changes in health conditions or medical needs for you or any of your beneficiaries, which we should consider in your enrollment?
• How comfortable are you with your understanding of the different plan options? Would you like more information or guidance?

Choose the Right Communication Channels

Now that you have a better understanding of your clients' preferences, it’s time to keep them updated this open enrollment season. Use their preferred communication channels to effectively bridge the gap between your offerings and their needs.

• Email: A timeless classic. This platform remains the most utilized medium for internal communications, efficiently distributing preliminary information to all members.
• SMS/Messaging: Expand your client communication methods beyond emails. Text reminders serve as an excellent follow-up method, with a higher chance of reaching your clients without ending up lost in their email inbox or discarded as junk mail.
• Direct Mail: This method may require more effort than using online platforms. However, direct mail communications brilliantly demonstrate your unparalleled commitment to your clients. Having a tangible reminder allows your clients to remember their open enrollment deadlines. They can easily put the mail pieces on their fridge or within their line of sight, serving as a daily reminder.

Knowing your audience's preferred communication channels is as important, if not more so, than message frequency. Ensuring maximum visibility for each message is essential. Put together a plan of what works best for you, highlighting when to roll out certain communications, the platform being used and how to maximize your message's effectiveness.

Now that we've laid the groundwork, let's explore how you can transform the routine task of processing certificates of insurance (COI) into an exceptional customer service experience.

Be Proactive

With all the knowledge you’ve gained from getting to know your clients better, you can adopt a proactive approach to customer service. Anticipate their needs and lessen the hidden stress they might be carrying. Offering tailored resources and solutions will foster trust and deepen your relationship with your clients.

Put Your Best Foot Forward

During this enrollment process you want you and your clients to be on the path to success. There is no better way to guarantee success than by ensuring everyone is well-informed about their certificates of insurance.

• What they are
• Their importance
• Why they are necessary
• What they do
• And how to obtain them

As an insurance broker, you know about COIs. However, refreshing your knowledge can help you better understand your clients and improve your customer service. Furthermore, educating your clients is not only good for risk management but also increases your efficiency. Everyone will then understand the process and can work towards a common goal.

Simplify Your Processes

You can enhance the certificate handling process and significantly boost the customer experience by using online portals or implementing efficient workflows. Technology is here to streamline your processes.

You can minimize delays and ensure prompt delivery to clients and other stakeholders, facilitating a highly efficient service without compromising on accuracy. A saying comes to mind, "A smooth journey results from step-by-step preparation." Deliver compliance, reliability, security, and efficiency with your healthcare plans. Your clients will place their trust not just in your offerings but in you as a person!

Feedback and Constant Growth

Encourage your customers to share their experience with you. Constructive feedback is fundamental for improvement and can be obtained via surveys, reviews, or direct conversations. Gather insights into your strengths and areas of improvement and use this feedback to fine-tune your operations, resolve issues, and continually improve the customer experience.

Remember, effective and exceptional customer service is your key to standing out this open enrollment, ensuring you not only WOW your clients but also build lasting, valuable relationships.

Any questions about your current Solstice products? Login to your portal on https://www.solsticemarketplace.com/ 

Want to start selling Solstice? Visit solsticebenefits.com, call 877-760-2247 or email us at sales@solsticebenefits.com