In an era with constant advertising and marketing tactics being flashed on TVs, billboards, magazines and websites, consumers are bombarded with so many marketing messages that it can be difficult for companies to break through the clutter. And when you’re talking about insurance or financial investment products there’s often an extra layer of resistance.
But as The Massey Agency in Richmond, VA discovered, breaking through high levels of marketing noise can be as simple as getting creative with a business phone system like the virtual phone service for small business, my1voice (www.my1voice.com).
Like many insurance agencies, much of The Massey Agency’s business is conducted over the telephone. While the inbound calls were giving the agency many touchpoints with its customers, founder, Chip Massey, felt like there was a missed opportunity to do more with these contacts. That’s when he realized where the opportunity was- the initial message that greets callers.
“A lot of companies will include a promotional message when they put someone on hold,” Massey says. “That’s OK, but if you don’t have to place the call on hold, the callers don’t hear it. I wanted every person who calls us to know what we have to offer, and to have it reinforced every time they call.”
After my1voice helped him move his existing phone number to the new service, Massey set up his phone system a little different than most companies.
In every greeting message, Massey lists a choice of extensions around service offerings (i.e. extension 101 to file a claim, extension 102 for a quote on homeowner, auto, health or other insurance, and extension 103 for customer service) to provide his customers with immediate assistance.
Massey says the inbound call marketing program is working well.
“We are getting more and more inquiries from customers who tell us they heard on our greeting that we have this product or that product, and they’d like to know more,” he says. “It’s doing exactly what we hoped it would. We’re looking to add more financial services offerings in the near future, and we think my1voice will be an important factor in getting that business launched.”
