MANAGE & LEAD
agency will need to monitor this number during business hours to manage the expected immediate response . Suppose your agency does not have a VoIP system . In that case , another option available for receiving texts at a number that you control is to set up a Google Voice number at google . com / voice . In the Settings section of your Google Voice account , you will find a place to show the email address for Text Forwarding .
When you receive these text messages , they should then be forwarded to the Outlook email address of the individual in your agency handling this client . Once the number is set up , you should promote it to your clients so that those who want to communicate in this manner can do so . When agency employees receive text messages on their phones , they should let that individual also know there is a number that is attended during business hours and would get attention even when the employee is not available .
Finally , some important points about texting to keep in mind :
If the client texted you , that is how they would like to communicate , so at least your initial response should be in a text .
If the client texted you , they expect an immediate response , as that is what the common expectation is with texting .
Your employees should know the agency ’ s procedures for documenting text messages in the agency ’ s system , just as they would communicate with clients and business partners .
Patricia Alexander , CIC , is a consultant , coach , and mentor with many years of experience in retail agency and MGA settings . Email Pat . Alexander developed this article for the Agents Council for Technology ( ACT ), part of the Independent Insurance Agents & Brokers of America . ACT ’ s Web site is www . independentagent . com / act . This article reflects the author ’ s views and should not be construed as an official statement
by ACT .
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