Chief Customer Chat: Helping our customers better communicate and grow

Helping customers grow

By: Cassidy Smirnow 

​I bet many of you wake up every day thinking about the same thing I do: How can I do a better job of keeping the customers that I have in addition to getting new ones?  

One of the most powerful ways to keep the customers you have is to stay connected to them and to make sure they feel connected to you. While in-person visits and phone calls are great ways to stay connected, I’m always looking for new ways to do more.  

At Vertafore, we try to deliver content to our customers that they will find valuable as a way to build those connections – whether it be through ongoing training with our Did you know? series, Learning Journeys, Office Hours, or even directly through our products.

I heard that many of you also want to find ways to better communicate with your clients, and for our AMS360 customers, we recently introduced Vertafore Client Communications. Released in March 2021, Client Communications brings AI-powered integrated email, campaign, and reputation management tools into agents’ daily workflows.  

Since the launch of Vertafore Client Communications, I’ve seen some great user stats that show just how impactful it is to invest in modern communication tools. The tool has been adopted by over 470 agencies with over 13,700 users who have sent a cumulative 1.78 million emails.  

Here are some of the ways you can communicate with your customers using Client Communications:

  • Send one-time or automated client emails based on events or date-driven rules, such as birthdays or renewals, from their own email domain
  • Create custom segments of users to better target their messaging
  • Manage their agency’s online reputation and client satisfaction
  • Provide thought leadership content to help clients manage risks
  • Identify at-risk revenue and opportunities
  • Track client satisfaction metrics by office and individual employees over time

We’ve gotten some great feedback directly from our customers using Vertafore Client Communications, and here are a couple of my favorites:

“The responses we've gotten from clients have been amazing—we're getting feedback from people that weren’t even on our radar. We had no idea that they’d had such a great experience with us. Now that we’re in a routine, we look forward to all of the reviews that come in, both positive and negative.”
– Dana Coates, United Western Insurance Brokers

“We sent out testimonial requests, and we really liked the process—got back great feedback.”
– Dean Giem, Paradox Insurance Agency

Anyone can benefit from a focus on targeted, efficient digital communication as a way to build connections with customers. Vertafore Client Communications is just one example of how we are working hard to deliver tools to our customers that help meet their clients where they are today and into the future.

Cassidy Smirnow is Vertafore’s resident customer expert with a passion for building customer-first cultures that transform businesses. With a proven track record of improving customer retention and enabling teams to provide best-in-class customer experiences, Cassidy is the embodiment of the Vertafore Way principle, “Customer Success is Our Success."