AgencyIQ Customer Service Updates
AgencyIQ was created in 2003 with the premise of being a system developed for insurance agents, by insurance agents. All along we have striven to provide superior customer service and respond to customer needs as quickly and efficiently as possible. This philosophy has shown us to be a system dedicated to our clients and the process of working together to achieve growth.
As many of you have seen, we have greatly improved the system in the past year and a half, adding many valuable features and helping agents with the many needs of their agency. We have rolled out the ability to have customizable email marketing, customizable statuses, many new subscriber maintenance features, and even an update to our look.
Through working with agents, the staff at AgencyIQ have recognized the need for multiple channels for customer support. In an effort to make it even easier to connect with a customer service specialist, we are introducing five different outlets for connecting with our staff. One of the features that sets us apart from other systems is our unlimited training. We want to maintain this service, and we have added other options to make sure we are available to you. These can be found within our support tab, located in the top right corner of your screen:
- IM Chat: The IM Chat feature is available during normal business hours (Central Time Zone) to answer your questions and assist you with any needs you might have. If you would like assistance after hours, you can post a question and an email will be sent to the representative on call.
- Personal Training: Utilizing an online calendar feature you can now schedule a personalized training appointment with one of our lead management specialists. Schedule your appointment and we will call you to answer all of your questions. Appointments are booked an hour at a time and can be open to any topic you need to cover.
- Email: You can always connect with one of our representatives by email. Simply email your questions to support@net-lead.net and we will answer it in a timely manner.
- Webinars: We will be hosting regular webinars on Tuesdays for trainings on the system, and on Wednesdays covering educational topics. All webinars will be held at 2:00 Central. Visit our schedule inside the support tab to view the topics and sign up.
- Phone Support: Phone support is offered by our customer service team through return phone call. Our goal is to make sure that you get all of your questions answered, so feel free to call us at (877) 985-7400 and leave us a message. Your call will be returned promptly by a customer service representative.
Utilize one of these options or all of them. It is our unlimited customer service and easy interface that sets us apart. Contact us today so that we can partner with you to grow your agency!
Sneak Preview at our New Look!
We wanted to take a minute and give you a sneak preview of something we’ve been working on and are about to launch: our new 3.0 look!
AgencyIQ's New Look
A couple of things to point out:
- We’ve improved the color selection, producing a higher contrast look that’s easier to read.
- We’ve vastly simplified the upper-righthand corner, moving support options such as help, FAQs, and on-line chat help to a drop-down menu called “support” on the far right of the menu bar.
- We’ve moved the alert status (otherwise known as the “red box”) to the very top of the screen.
- The overall look and feel is much more unified and consistent throughout the application.
- We’ve simplified some of the language of the app, replacing the terminology “Line Of Business” with “Product”. This should make things easier to find and remember.
The main thing to note is nothing has changed as far as the regular operation of the application is concerned. Everything operates the same, and, with the exception of the support options, nothing really has moved.
We’ll be introducing this new look in the next few days, and we’re very excited for you to use it!
QuoteWizard talks about Making the Most of Your Internet Leads
In the ever-changing and overwhelming world of insurance, QuoteWizard strives to create a unique and simplified experience for the online consumer. We serve as the bridge between each insurance agent and prospect seeking affordable, yet comprehensive coverage. After a seamless request form, detailing specifics about the consumers’ vehicle or home, driving history, and contact information, visitors to our site are matched with local insurance agents and comparable quotes.
Not only is QuoteWizard focused on the overall consumer process, we pride ourselves on creating an exemplary agent experience. Combining knowledgeable territory specialists with unmatched customer service, the agent process is both effortless and customizable, from initial sale to general account maintenance. Utilizing our unique filtering options, agents are matched with their most competitive demographic. However, the most imperative part of the agent experience is converting each lead into a valuable client. Because of the distinctive partnership between QuoteWizard and AgencyIQ, the acquisition and management of your qualified prospects are now easy.
AgencyIQ assists QuoteWizard agents by creating a systematic approach to consumer marketing. Once QuoteWizard leads are imported into AgencyIQ’s lead library, agents are able to organize and execute specific messaging and drip campaigns. Their automated e-mail system helps the agent build name recognition with each insurance prospect. This organized approach allows the agent to maximize their investment, ensuring each lead is thoroughly marketed. Insurance agents who sign up with QuoteWizard and AgencyIQ have a higher retention rate and purchase an average of 240 more leads.
QuoteWizard’s research, combined with agent feedback, has developed helpful hints to make the most of your internet leads.
- Treat every lead the same. Regardless if the lead name provided is Mickey Mouse or Jane Doe, this could be an individual reluctant to initially provide their information.
- Contact the lead as soon as possible.Research shows that 70% of consumers buy insurance from the first agent they are contacted by.
- Be as specific as possible. When calling the consumer, mention that you are following up on their request for Auto insurance on a “2006 Toyota Camry.” This lends to your credibility and shows you already have a vested interest in the consumer and gaining their business.
- Call at various times of the day. Dedicate a specific person to stay in the office after hours to follow-up with consumers who may be unavailable during the day.
- Be creative. Make your e-mails and voice messages stand out. Send text messages. Think outside the box when marketing to each consumer.
- Use a lead management system like AgencyIQ to stay organized.
QuoteWizard is proud to be AgencyIQ’s Partner of the Month. To show our appreciation, they are offering a $50 credit to any agent who mentions that they found QuoteWizard on AgencyIQ’s website. For additional information, please contact QuoteWizard Sales at 1-800-755-4392.
New! Password Recovery
We’ve introduced a new feature today to help you to recover your login information should you forget your password. When you log into the system, you’ll notice a message that says
We don’t currently have a recovery email address on file for you. This address allows you to reset your password should you forget it in the future. Please go to my settings to add and verify your recovery email address.
What the system is trying to tell you is “if you’d like to be able to reset your password in the future (if you forget it), I need a valid email address on file for you.” Supplying this email address to the system is a two step process. First you’ll enter the email address, and then the system will send you an email to that address to verify that you actually have control of that email account. Once you perform this simple procedure, you’ll be set for the future.
Simply go to your settings by clicking the “my settings” link in the upper right hand corner of any screen:
My Settings Link
In “my settings”, select the “Security” tab:
Security Tab
Enter your old password in the first blank, and enter the email address you’d like us to have on file in the second. Make sure this email address is an email account you have control of that is external to the AgencyIQ system (don’t use your user email address inside of the AgencyIQ system, if you forget your password, you won’t be able to log in to get the email!).
You can leave the last two blanks empty, since you aren’t changing your password at this time. Click the “Update User Info” button to save your information.
At this point the AgencyIQ system will send you a verification email to the email address you entered; it should arrive within a minute or so. Inside of this email will be a link that you can click on to verify that you were able to receive the notice from the system. Once you click on it, your browser will open and you’ll be prompted to verify yourself by entering your password again. Once you do, the system will mark the email address as verified and you’ll be set.
So what happens if I forget my password?
Well, assuming you’ve followed the steps above, resetting your password is easy. Notice the new link below the username and password fields on the login screen:
Login Screen
Just click on the “I totally forgot my password!” link, and you’ll be taken to a new screen that will you for your username. Once you enter your username, the AgencyIQ system will send you a short email to the email address you now have on file. In this email will be a link to reset your password. Click the link, type a new password (twice), and you’re in.
Now, if you haven’t set up a recovery email address yet… give us a call. 877-985-7400. We promise not to give you too hard of a time.
The 3 Types of Customer Service Calls
Really? Why would an Internet company blog about telephone calls? Simple….. we all use the phone to interact with our clients. There is still something to be said for having that “personal” contact that is still essential to providing a well rounded customer service platform. Let’s take a look at 3 types of customer service calls and some ideas and tips on how to provide an effective, loyalty building experience for your clients.
1) Informational – pretty straight forward, the client has questions regarding your company, services, coverages etc…..
2) Problem solving – the client has an issue that requires your assistance to resolve. This is an opportunity to shine and earn a customer for life!
3) Angry beyond reason – redirect to #2 – the client is definitely not happy, wants to bend someone’s ear and set things straight! The goal here is to get them back to status #2.
The key to successfully negotiating all of these scenarios is to LISTEN carefully to what the client has to say! Don’t get ahead of yourself and start forming a response in your mind before they finish their statement, really listen to what they are saying. Confirm what you’ve heard back to the client, using the appropriate tone of voice. Once you’re both on the same page, respond with positive words, your willingness to assist with the request. If it is a problem solving opportunity, be compassionate and empathize with the client. Be prepared to offer alternative solutions to counter the sometimes unreasonable solution requests. Don’t make any promises you cannot keep and honor any time line commitments you make to respond to the client. By quickly addressing the issue, following through with your commitments, you can earn a client’s business… for life! For those dreaded angry beyond reason calls, take a deep breath, let the client air it out and don’t take it personally… I know, easier said than done, but you can do it! Sometimes, simply saying “I’m sorry”, or “I apologize” can diffuse a tense situation. The goal is to get the client beyond being mad and focusing on a solution to their problem (#2), which is at the root of their anger.
At AgencyIQ, we strive to provide excellent, effective, timely customer service. If you need assistance, use our video trainings, email, on-line chat or call one of our customer service reps… We look forward to hearing from you!
SPAM, SPAM, SPAM,SPAM……
If you happen to be a Monty Python’s Flying Circus fan, the word spam brings a smile to your face and fond memories of their quirky British humor. But for most us, SPAM can create all kinds of heartburn, headaches and worries. The CAN-SPAM Act of 2003 set guide lines for the use of the internet to send commercial emails. How does this affect your email marketing campaigns? If you follow a simple set of guidelines as outlined by the FTC, you will be in compliance and worry free! Check out the list below:
• Don’t use false or misleading header information
• Don’t use deceptive subject lines
• Identify the message as an ad
• Tell recipients where you are located
• Tell recipients how to opt-out of receiving future emails from you
• Honor opt-out requests promptly
Take a few minutes to review your emails and you will probably find you are already complying with these requirements. AgencyIQ has gone to great lengths to make sure that all of our clients comply with the CAN-SPAM laws. If you have any areas of concern about your emails, use a simple rule of thumb…. If you received this email, would you feel like you were being mislead, could you find the sender if you needed to, and could you stop the messages if you wanted. There are a number of individuals and some organizations that are extremely concerned with being found in violation of this law, some to the point of nearly paralyzing their email marketing efforts. If you have specific questions regarding this Act, click on the following link http://www.ftc.gov/bcp/edu/pubs/business/ecommerce/bus61.shtm to go to the FTC website for specific guidance. This law is not designed to cripple the use of email for commercial business purposes… it was created to ensure the responsible use of a powerful marketing channel. At the end of the day, email marketing is a significant tool in your marketing arsenal and when used correctly and responsibly, you have no worries. Now, hit the Send button!
Adding Lead Providers to AgencyIQ Just Got Easier
Adding your lead providers to AgencyIQ has never been easier! Now, just go to the “my agency” link located in the top right-hand corner, then click on the new “Lead Providers” tab. Here, you can request your lead companies to send your leads into the AgencyIQ System.
Lead Providers Tab
Add a lead provider by clicking the “add lead provider” link in the top left of that tab. Next, select your lead provider’s name from the list and click the “add provider” button. You will be prompted to enter your account number or any additional information needed by the lead companies. Once you submit this information, a request will be made of the lead provider to set things up and your leads should start flowing into AgencyIQ soon!
Checking on the Status of your Lead Set Up
The status of your requests will be listed as pending until the first lead is received from that provider. Once a lead is received, you will be able see when the request was made as well as when the first and the most recent leads were received. If you have been on the AgencyIQ System and already have your lead providers set up, you can visit this location to see when the last lead was received from your lead providers and add new lead providers after you sign up with them.
Continue to watch for more updates and features coming soon!
Online Training for New Agencies
AgencyIQ makes email marketing and lead management easier, and now AgencyIQ makes learning and setting up your new agency a snap! Make sure to watch these quick videos and complete your set up within the system. You’ll certainly learn new tips and tricks by watching these videos.
Set Up Menu
Online Training:
Online training for new agencies and new producers is a vital part of making the AgencyIQ system successful for your agency. To aid in the initial setup of your agency, we have added a set up menu to walk you through the initial customization process for new producers and new agencies. This section can be found in the top right hand corner of your screen directly below the “My Settings” link.
The “Quick Training I” video provides a basic walk through of the system, covering how to set up your AgencyIQ account. This includes the producer based settings (time zone, email signature, security login) and the agency based settings (address, email footer, lead statuses, and basic email marketing).
The “Quick Training II” video will walk you thru the CRM portion of AgencyIQ, and show you how to work your leads within the system.
Each section that requires set up is itemized on the set up menu, and the text is a direct link to the specific screen where you can complete each task. As each section is finished a check mark will be placed in the appropriate location. As you check off more tasks, the status lights on the menu will turn from orange to green, until you’ve completed all aspects of the setup process.
Watch for additional updates to our support and online training library over the next few weeks as we add more videos and options for you to make the most from AgencyIQ!
TUMBLING DOWN
Tumbling Down!
Ever hear the John Mellencamp song “Tumbling Down”? That’s what I thought of when the old Texas Stadium in Irving, TX was demolished recently. Being a native of the area and a huge Cowboys fan as long as I can remember, I could not convince myself to join all those who watched in person or on TV the destruction of a place that held so many memories. Landry, Staubach, Lilly, Aikman, Irvin, Smith, the Ring of Honor, NFC Championship games…. The list goes on and on. And yes, I do believe the hole in the roof was there so God could watch His team play! What was once a state of the art facility featured in numerous movies and mesmerized Sunday football viewers on TV, had, over the years, suffered from age, neglect and a public that demanded new heights of technology to keep their intrest. No lingering, slow demise for this former showcase, Jerry Jones, the eternal promoter, made Texas Stadium’s last hurrah another money making deal. It was even sponsored by Kraft Foods (I don’t get it… but they ponied up the cash, the single largest requirement). Faster than you can say “Kraft macaroni and cheese”, Texas Stadium disappeared in a cloud of dust, soon to be a distant memory of those who will remember her in her glory days!
Yes friends, even those monuments that seem indestructible on their christening day, have their eventual fall from favor and are replaced. So it is with the tools we use to run our business. Technology changes constantly, computers and communication systems require constant review and the software we use to manage our data is always undergoing tweaks and updates. Over the next few weeks and months, you will be receiving notices of important enhancements to the AgencyIQ operating system. Future blogs and newsletters will detail these enhancements that will make your lead management efforts more effective, efficient and increase your book of business. AgencyIQ is committed to delivering to our clients the tools you need to grow your business. Please look for these announcements and let us know what you think!
New Search
We’ve got some exciting news to announce! We’ve recently begun rolling out our new and improved search experience across agencies in the AgencyIQ system. If it hasn’t already hit your agency, it will in the next 3-5 days as we complete the roll-out. The switchover is automatic and requires no action on your part.
What does that mean for you? Well, primarily it means much faster searching! Simply type a contact name in the search box at the top of the screen and in under a second you should be presented with the results; orders of magnitude faster than the old search system. In addition, your results will be ranked by relevance, which will be noted on the left-side of your results… a longer blue bar indicates a “more relevant” result.
Hopefully this will get you to your customers and prospects much more quickly!
We are still tweaking the results and adding to this new feature, but if you happen to run into a snag and want to use the old search, it’s still available for a while longer at the bottom of the search results page. Just try your search with the new system, and if you can’t find what you’re looking for, try again at the bottom with the “old way.” Hopefully we won’t need that much longer, but it’s there just in case.
We plan on rolling this technology out to other areas of the system as well, including mail and searching for other things like notes and reminders. We’ll post more as these become available.
Please let us know if you notice any issues with the new search, and as always, thanks for using AgencyIQ!
