Make it easy for your clients to do business with your agency.
These days, people expect to be able to work with your insurance agency how and when they want. With the Forge website platform, you can offer clients an easy way to make policy changes, request certificates, and more!
The table of contents.
Here’s what we’ll cover throughout this resource on using Client Service Center on your Forge website.
What’s in the Client Service Center?
Your Client Service Center is a convenient option to offer 24/7 access to common client service requests. Completed forms will be emailed to your agency and available within Forge Dashboard. We can also integrate Agency Management System (AMS) portal solutions, such as Applied Systems CSR24 or Vertafore AMS360.
It’s an all-in-one service and sales tool.
The Client Service Center is available to your clients around the clock to help them manage their policies on their own schedule. They can easily complete a number of common requests including reporting a claim, requesting a policy change, certificate, or auto ID card, and pay their bill. Making these available right on your website saves time so you can focus on other things. It’s also easy to share any of these forms via email or chat if the client can’t find them on their own.
Your Client Service Center makes it easy for folks to do business with you.
Explore the forms.
The Client Service Center is packed with forms your clients need, when they need them. For example, they can report a claim directly to you, any time of day or night. They can also request an auto ID card or a certificate. By enabling them to put the request in on their own time, they get that task out of the way. Then, your team can follow up with next steps on the claim process or the requested information as soon as they can.
The Policy Review form is exceptionally helpful. It’s a nice way to capture information before the renewal date arrives. It has “smarts” built into it and asks relevant questions based on your client’s insurance needs. You can use this form to identify coverage gaps and opportunities to cross-sell.
Visitors can send requests whenever they want, 24/7.
Use forms to close coverage gaps.
One of our clients, Ashley from Harbor Brenn Insurance Agencies, shared a success story with us. She started sending out renewal review emails with links to the Policy Review form, and the agency has had about a 24% conversion rate for completing it. She said, “I cannot tell you how many coverage gaps we’ve discovered and opportunities we’ve had to build the relationship with our clients and make sure they’re still covered correctly. It still baffles me when people make significant improvements to their homes and never think to call their agency, but this is a fantastic way to catch it!”
Your Client Service Center can help boost sales.
Tell prospects.
Prospects want to know that they’ll be taken care of. Your Client Service Center allows you to collect forms 24/7, so be sure to let prospects know they’ll never be left without options.
Simplify renewals.
Send the Policy Review form link to clients a month or two before policy renewal to simplify the process. This is also an excellent opportunity to pursue cross-sell initiatives.
Ask for referrals.
A referral is the highest compliment you can get. Make it easy for your best clients to refer you to their friends, family, and colleagues.
It isn’t called the Client Service Center for nothing.
Taking care of your clients is what it’s all about. With the Client Service Center, you can make sure folks can submit requests when it’s convenient for them.
Organize forms.
No one wants to go hunting around a website looking for a form to request what they need. With Forge, your Client Service Center keeps all your forms in one, easy-to-find location.
Request information.
When you’re sending out email communications to clients, include a link to your Client Service Center so they have it handy when they need it. You can also direct people to specific forms if they chat, call, text or email you, and you need to gather more information.
Find new hires.
While not technically for servicing clients, the Join Our Team form is another form available with Forge. And if you use it to find the perfect CSR, then all the better!
The Client Service Center is helpful for sales and service alike!
Manage your Client Service Center with ease.
While you’re making it easier for your clients to do business with you, your website makes it easy to manage how you do it. Log in to Forge Dashboard on your website, and once you’re there, you have lots of options! You’ll be able to manage forms and submissions, check for spam, request help, and more.
There are also search and filter options available. You can find what you’re looking for by typing the name into the search field, whether it’s a form name or the name of someone who submitted a form. Entries can be filtered by form, or you can choose to zone in on just your unread entries.
Frequently asked questions.
You asked. We answered! Some questions come up often, so we’ve compiled the answers here.
- Can I add any form I want?
- Your website comes equipped with simple lead generation and service forms that we’ve found to be effective for most clients. If you are looking for something different, reach out to our Client Experience team, and we’ll work with you to come up with the best solution.
- Can I customize my forms?
- While the forms were created to collect the most common pieces of information, there may be a time when an update or additional field is needed. If so, let us know, and we’d be happy to discuss your options with you.
- I'd love to collect more information. Why are these forms so simple?
- Long or complicated forms and those that ask many sensitive questions tend to be disregarded. If a prospect doesn’t know you, they may be concerned about giving a lot of information. Simple forms get better results, and they also offer you the opportunity to reach out and follow up, giving that personal touch folks love.
- Where do my forms go? How will I know when I get a submission?
- You can view all your form submissions on Forge Dashboard at any time. You’ll also receive a notification email to the address you’ve provided when a new form comes in. If a Hello Producer tag was used, that individual will be notified as well.
- Will I get spam form submissions?
- Forge comes with Akismet, a well-known spam filter, already enabled. However, occasionally, a spam form will get through the filter. If it’s excessive or you have concerns, reach out to the Client Experience team for assistance.
- What support is available for form replacements?
- Depending on the type of Forge package you have, there may be an additional cost associated with replacing forms. You can review your package support levels in this help article. For more assistance, please reach out to the Client Experience team.
Use your Client Service Center to the fullest.
Now that you know just how useful the Client Service Center can be, it’s time to put it to use. Tell prospects about it and let them know you’re there for them. Make sure clients are aware it exists so they can easily find what they need. Send out the Policy Review form before annual renewals to catch those cross- and upsell opportunities.
With such a powerful tool in your back pocket, you can’t go wrong!
Manage Your Website on Dashboard
Log in to the dashboard to manage your website, use our tools and features, and learn more about Forge.
Need more assistance? Reach out to our Client Experience team at team@agencyrevolution.com or (800) 606-0477.