Did you know the fastest way to get a response from a large company is by tweeting? Sending a tweet to large companies like AT&T (@ATT) or Time Warner (@TWC) will get you answers about your service and plans within minutes. These companies have dedicated Twitter accounts just to address customer concerns. You can tweet at their main handle and their customer service handle (@ATTCares)(@TWC_Help) will take over. They will typically request that you send them a direct message, and within minutes you will get your issues resolved by one of their dedicated community managers who can gain access to your account.
Most healthcare companies are on all social media platforms and they also hire community managers to interact and monitor their social media engagement. Some of these carriers have additional Twitter handles just to address customers’ questions and to provide support as well. It’s a growing trend and one that is quickly being adapted by more and more companies and carriers across the board. It’s similar to chatting with a live representative, only faster due to no hold times.
United Healthcare (@myUHC) has a dedicated Twitter handle just for customer questions and concerns ( @AskUHC). Jumping online and sending a tweet to get an issue resolved can potentially be faster than if your client were to sit on hold waiting for a customer service representative in many cases.
Aetna (@Aetna) has also set up a Twitter account just for their customers’ questions and concerns. If your clients have policies with Aetna, they can tweet their question to (@AetnaHelp), and receive immediate attention.
It’s important to emphasize, however, that one should NEVER tweet personal information, such as policy numbers, social security numbers, credit card numbers, etc. because tweets are public. Direct messages are private between the tweeter and the community manager.
Some carriers have not on-boarded this policy and customers will continue to have to go through regular channels to have their issues or concerns addressed, but for the carriers that have adopted this form of communication, mention it to your clients. It can save them time and possibly aggravation.
Carriers are continuously adding new practices to assist their clients and to expedite resolution for issues and claims. As a knowledgeable and dedicated agent, it’s important to keep your clients abreast of changes, rate increases/decreases and enhancements when it comes to their insurance policies. And as such, it’s also important to let them know there are numerous ways to have their questions and concerns addressed.
Inform your clients about using social media to gain access to information, news and additional ways to access customer service, if they’re not already doing so. They’ll appreciate the tip.
By Carolyn Portanova
Carolyn Portanova is the Director of Marketing at The Brokerage Resource and has been with the firm since 2012.