The ability to stay connected to one another in any industry is essential, but it’s especially important in the annuities and financial services industry. Clients want to maintain a rapport and a line of communication with their financial professionals about their long-term retirement income goals and address any questions that might arise. Meeting in-person can help build trust and a solid client-to-agent business relationship. But, there will be times when meeting face-to-face just isn’t possible, and it is necessary to keep that same level of connection and service going strong.
Adapting to Technology
People from across generations are embracing the benefits of virtual technology in their lives, whether it’s online banking, telehealth, online grocery shopping, socializing with friends and family or managing their retirement portfolios.
A 2020 Psychiatry in the Digital Age study reported that for the health care industry, virtual communication will be here to stay. “Although it is unlikely that all-day virtual meetings will continue indefinitely, many of the changes triggered by COVID-19 will likely remain a bigger part of our every day lives moving forward. Many patients have reported that they are happy with telemedicine and plan to continue with virtual appointments beyond the pandemic.”
And, while the younger generations might be the quickest to acclimate to new technology and integrate digital adoption in their daily lives, the older generations aren’t far behind.
A 2019 Pew Research Center report highlighted the results of a survey they conducted with the overall results showing millennials lead on some technology adoption measures, but baby boomers and Gen Xers are also heavy adopters to the trends. The data within the survey showed, of the baby boomer adult participants surveyed, 68 percent own a smartphone, 52 percent own a tablet computer and 59 percent use social media.
And, according to a study by the global digital consultancy firm, Mobiquity, of the 253 baby boomers surveyed, “88 percent of boomers agreed they will continue to use digital technology to make their daily lives easier once the COVID-19 global pandemic has resolved.”
Finding the Right Virtual Tools
Technology has made people’s lives and daily tasks easier, even when society as a whole has had to adapt to unforeseen challenges. While the boomers surveyed in the Mobiquity study were overall less likely to use digital channels to make decisions and resolve issues before the pandemic began, they were more likely to engage digitally with websites, chatbots and apps after it started.
A key to success in the financial services industry is having the right digital tools at your disposal, especially for clients and their individual retirement-planning needs.
ClientAssist is a free virtual office suite for independent agents who are appointed with American Equity and are licensed to sell annuities. ClientAssist helps provide the same level of business expertise and professionalism expected in an office setting and brings it online to consumers. The all-in-one digital platform offers virtual assistance for financial professionals to enhance client engagement and communication, as well as help manage the sales process and customer service from beginning to end.
The platform’s software tools, such as video conferencing, e-signature, client scheduling, document sharing, interactive whiteboard and more, can help financial professionals and their clients thrive in an online setting. The features help provide 24/7 real-time access to clients anywhere, from any device. Clients can work on their long-term retirement goals right from the comfort of their own home.
Customer Service in the Digital World
Industries are constantly having to evolve with technological growth, especially the annuities and financial services industries, but what remains consistent is the need to maintain that personal connection between the financial professional and their clients.
The Mobiquity study reported, “… Customers across generations are increasingly comfortable using technology in their daily lives. They’ve come to expect seamless digital engagements and will reward the businesses and providers who meet their expectations with their loyalty.”
With continued adoption, people of any age can adapt to the newest virtual tools, especially when they are convenient, safe and secure. Whether in-person or virtually, consumers can expect the same level of excellent customer service they’re accustomed to when it comes to reaching their retirement goals.