{"id":1391,"date":"2022-02-16T09:21:57","date_gmt":"2022-02-16T09:21:57","guid":{"rendered":"https:\/\/posh.com\/en-ca\/j-koch-insurance-agency-and-posh-finding-a-successful-insurance-virtual-receptionist\/"},"modified":"2024-09-19T14:10:29","modified_gmt":"2024-09-19T14:10:29","slug":"j-koch-insurance-agency-and-posh-finding-a-successful-insurance-virtual-receptionist","status":"publish","type":"post","link":"https:\/\/posh.com\/en-ca\/blog\/j-koch-insurance-agency-and-posh-finding-a-successful-insurance-virtual-receptionist\/","title":{"rendered":"J. Koch Insurance Agency and Posh: Finding a Successful Insurance Virtual Receptionist"},"content":{"rendered":"

In 2019, J. Koch Insurance Agency opened a Farmer\u2019s Insurance franchise. After experiencing a significant amount of growth, the agency determined they needed to find a virtual receptionist service<\/a> that worked for them. With the help of Posh, they were able to shorten the answer time leading to more satisfied customers and increased efficiency.<\/span><\/p>\n

Who is J. Koch Insurance Agency?<\/span><\/h2>\n

J. Koch Insurance Agency is a Farmer\u2019s Insurance franchise based out of Orange County, California. They serve clients looking for insurance in Property Casualty, Individual and Group Health, and Medicare. Customers who work with J. Koch Insurance will find friendly and inviting customer service with personalized insurance plans.<\/span><\/p>\n

Biggest Priority<\/span><\/h2>\n

As the insurance agency grew, the team at J. Koch Insurance Agency, noticed that many of their customers were waiting long periods of time to be helped. With only one person available to answer the phones, the calls were going to voicemail or not being answered. Finally, when they were able to get back to them, many customers voiced their frustration.<\/span><\/p>\n

The biggest priority for J. Koch Insurance was the answer time for their customers. If customers were not being helped, they were losing business.<\/span> Jason\u2014the head of the franchise\u2014stated, \u201cThe answer time has to be fast. Otherwise, I don\u2019t want my customers hanging up thinking nobody answered the phone. If that is not working right then nothing can work.\u201d<\/span><\/p>\n

Choosing Posh<\/span><\/h2>\n

After reviewing a few of their virtual receptionist options<\/a>, J. Koch Insurance Agency initially chose a different provider. However, after numerous problems and complaints\u2014including long wait times\u2014they decided to find a comparable service. With this in mind, the agency decided to try Posh.\u00a0<\/span><\/p>\n

Taking advantage of Posh\u2019s free trial, J. Koch Insurance was immediately impressed with Posh\u2019s tech-savvy feel, app, and instant email messages. After the trial, they determined that Posh was exactly what they had been looking for stating, \u201cI had a great interaction with the representative that helped me, and the onboarding was completely painless and quick. It was an easy transfer to Posh. The answering times were exactly what they said, if not better.\u201d<\/span><\/p>\n

How Posh Helped<\/span><\/h2>\n

Through the use of Posh\u2019s various services, J. Koch Insurance was able to see faster answer times, capture information in emails, and better their customer service experience.<\/span><\/p>\n

Faster Answer Times<\/span><\/h3>\n

With one of J. Koch Insurance Agency\u2019s main concerns being answer time, they wanted to ensure that this service met their expectations. \u201cWhat was happening is it would ring, forward to the live answering service<\/a>, they wouldn\u2019t answer, so the client would call back immediately. And they are calling back because they aren\u2019t getting an answer on the other line. It\u2019s ringing 5 or 6 or 7 times and no one is answering so they think something is wrong. They then hang up and call back and it repeats again. All of that instantly stopped with Posh.\u201d<\/span><\/p>\n

Knowing that the answer times were much faster allowed them to rest easy and have confidence that Posh was on their team. Jason stated, \u201cImmediately we saw faster answer times. I wasn\u2019t getting calls or emails from clients asking \u2018Are you open?\u2019. That ended immediately. \u201c<\/span><\/p>\n

Instantaneous Emails<\/span><\/h3>\n

The insurance industry is always busy and sometimes calls come during meetings or while an agent is busy. Thankfully, Posh offers instantaneous emails that capture the caller\u2019s information and their question or concern. \u201cMy phone rings, I miss a phone call, and within a matter of a minute I\u2019ve got an email that says who called, what\u2019s the callback number, and what is the message\u2014why are they calling.\u201d<\/span><\/p>\n

This allows the agency to run smoothly and efficiently, directing the emails to the correct person and giving them the opportunity to follow up when they have a minute. Jason stated, \u201cThat email is the golden ticket. Because I can print it off, I can forward it if someone else needs to work on it\u2014it\u2019s just so easy.\u201d<\/span><\/p>\n

Customer Service Experience<\/span><\/h3>\n

Before Posh, customers were becoming frustrated and business was being lost. Customers would call, be directed to a voicemail, and call back a minute later because they were unsure why their call wasn\u2019t being answered. The constant ringing would interrupt agents and prevent them from being productive.\u00a0\u00a0<\/span><\/p>\n

With Posh, the calls are being answered by a live person who can direct the caller to the correct department, or inform them that someone is away from their desk. This increased the customer service experience, displaying care and attention to the customers who were calling, while not interrupting the service for existing customers. Thanks to Posh\u2019s help, the J. Koch Insurance Agency is more productive, more attentive to its existing customers, and addresses the concerns and needs of new customers in a timely manner.\u00a0<\/span><\/p>\n

Impact on Business<\/span><\/h2>\n

Through Posh\u2019s virtual receptionist services, the J. Koch Insurance Agency was able to grow its client base, answer all calls that came through, and provide a better customer experience. With Posh\u2019s answering service, all their calls are answered in a timely manner and directed to the correct department. With our email call-capturing program and app, they were able to see any missed calls that came in and determine the next steps. Finally, with the warm and inviting Posh voice on the other line, they were able to increase their current client satisfaction while also growing their client base.\u00a0<\/span><\/p>\n

\u201cPosh didn\u2019t oversell, they provided exactly what I needed without hype, and at a great price. It\u2019s just easy and really solid. I\u2019ve recommended Posh to people at other Farmer\u2019s Insurance stores already.\u201d<\/span><\/p>\n

Sign-up for our free trial<\/a> to see just how Posh can help your business.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

In 2019, J. Koch Insurance Agency opened a Farmer\u2019s Insurance franchise. After experiencing a significant amount of growth, the agency determined they needed to find a virtual receptionist service that worked for them. With the help of Posh, they were able to shorten the answer time leading to more satisfied customers and increased efficiency. Who […]<\/p>\n","protected":false},"author":30,"featured_media":1392,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[11],"tags":[],"class_list":["post-1391","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insurance"],"acf":[],"yoast_head":"\nPosh: Finding a Successful Insurance Virtual Receptionist<\/title>\n<meta name=\"description\" content=\"Taking advantage of Posh\u2019s free trial, J. 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