Connecting with your customers is one of the most crucial aspects of running a successful insurance agency. Your customers keep you in business, so it’s essential to keep them happy—and connecting with them in a personal, human way is one of the best ways to accomplish this.
Though artificial intelligence seems like the opposite of a personal and human approach, if used correctly, AI-powered systems can enable brands to connect more with their customers and run more efficiently. Let’s explore this concept and how you can use AI-driven systems, like content management systems, to humanize your brand.
These days, AI is everywhere. However, in your agency, it’s important to ensure you are using AI in the right ways so as not to alienate your customers. Maintaining authentic human connection with your customers is essential to cultivating long-lasting relationships that ensure a loyal customer base. You can do so by using social media, personalizing outreach to your consumers, and responding to customer concerns quickly.
Let’s dive into how you can improve the customer experience in this advanced digital age.
If used wisely, AI can enable your agency to be better and do better, especially when your customers are concerned. For example, consider behavioral analytics.
Analytics tools enable brands to dig deeper to better understand their target customer base, such as their shopping behaviors. Today, most companies use analytics in some way, shape, or form—but not all companies use AI-powered tools.
AI-powered analytics tools are even smarter and better and identifying patterns in data. This can help you analyze more data in shorter amounts of time and get better results, enabling you to provide better customer experiences.
When it comes to understanding large pools of data and automating simple tasks, AI is king. And when you use AI for these purposes, you not only can understand more about your customers, but you free up time for them. AI can take care of mundane tasks so your customer service agents can provide assistance with problems that require human interactions.
And one such area that can be automated and run more efficiently with AI is your CMS. Content is what drives your marketing efforts, so you can increase awareness and attract more customers, and AI can significantly improve your content quality and output.
Specifically, AI-powered CMS can:
- improve chatbot capabilities;
- improve content security;
- help with smart content analysis and categorization;
- automate image tagging;
- help scale personalization and predictions;
- improve enterprise search functions.
Again, the key thing to remember with AI is to use it to enhance your capabilities. So, when utilizing a CMS, AI can help by automating redundant processes and cutting down on the time it takes to create content. In return, this frees up time for staff to focus on more important tasks.
Beware: Possible pitfalls
Before you decide to go all-in with your AI-based approaches in your agency, remember that they have their share of pitfalls, including:
- AI-driven processes, when relied on too much, can lead to customers feeling like they aren’t being heard by a real person, which can diminish trust;
- AI-driven tools can lack the emotional intelligence needed to handle sensitive customer concerns;
- AI-powered systems struggle to understand the nuances of human language and context, which can lead to miscommunication;
Overall, too many AI touchpoints can limit your brand’s opportunities for empathetic communication. So, it’s important to provide easy access to human interactions to improve engagement and strengthen customer relationships.
The key to any digital marketing strategy is choosing the right tools and processes for your specific needs. There are many content management systems out there, so it’s important that you choose the right one for the specific needs of your agency to ensure success.
So before you choose just any AI-powered CMS, keep these considerations in mind to ensure you are choosing the right CMS for your brand:
- Choose a CMS that allows for seamless use across all your mobile devices.
- Consider what advanced features would be most helpful, such as SEO, social-media updating, analytics, and content scoring.
- Perform a test run to ensure user-friendliness.
- Look for a system that allows for easier project collaboration to improve workflow across multiple teams.
- Opt for a CMS that allows for strong customer support.
- And finally, make sure the system you choose is compatible with your existing tech stack.
AI has the power to propel your brand forward and significantly improve your capabilities—but it’s important to make sure you are choosing the right system. Additionally, when using AI-driven CMS, it’s crucial that you use it to enhance your capabilities rather than using it to replace customer support entirely.
Customers still desire human interactions, so make sure your CMS doesn’t alienate your customers, but rather enables you to improve their experience and their satisfaction with your agency.
Katie Brenneman is a passionate writer specializing in lifestyle, mental health, education, and fitness-related content. When she isn't writing, you can find her with her nose buried in a book or hiking with her dog, Charlie. To connect with Katie, you can follow her on Twitter.