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The Omnichannel Advisor: An Executive’s Guide to Turning Impersonal Transactions Into Personal Interactions (New Playbook)

The customer journey for offerings from financial services and insurance companies is changing dramatically, with an increasing array of online and offline options for researching and buying new products and services. The old ways of selling are coming to an end, paving the way for companies to deliver highly targeted and personalized communications seamlessly across multiple channels and devices. As companies continue to assess their business needs and strategies amidst the rise of social, mobile and digital technologies, they must become customer-obsessed and examine their budgets in current technology to ensure they align with market and behavioral shifts.
The new playbook, The Omnichannel Advisor: Turning Impersonal Transactions Into Personal Interactions, will help you understand how to lead successfully in today’s dynamic, unpredictable, omnichannel environment.
Download the playbook to learn:

  • How the customer journey has shifted to a nonlinear purchase path  
  • How to transform your customer’s experience with your brand through personalized communications
  • What an omnichannel use case scenario looks like
  • What it means to be a “trusted, omnichannel advisor” and how to enable your field reps to meet the needs of an omnichannel customer
  • Ways to deepen relationships and grow business in today’s omnichannel world

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 The customer journey for offerings from financial services and insurance companies is changing dramatically, with an increasing array of online and offline options for researching and buying new products and services. The old ways of selling are coming to an end, paving the way for companies to deliver highly targeted and personalized communications seamlessly across multiple channels and devices. As companies continue to assess their business needs and strategies amidst the rise of social, mobile and digital technologies, they must become customer-obsessed and examine their budgets in current technology to ensure they align with market and behavioral shifts.
The new playbook, The Omnichannel Advisor: Turning Impersonal Transactions Into Personal Interactions, will help you understand how to lead successfully in today’s dynamic, unpredictable, omnichannel environment.
Download the playbook to learn:

  • How the customer journey has shifted to a nonlinear purchase path  
  • How to transform your customer’s experience with your brand through personalized communications
  • What an omnichannel use case scenario looks like
  • What it means to be a “trusted, omnichannel advisor” and how to enable your field reps to meet the needs of an omnichannel customer
  • Ways to deepen relationships and grow business in today’s omnichannel world

Omnichannel Blog Banner-01 (1)
 
 
 
 
 
 
Related Posts:

 

Transforming Traditional Advisor Channels: Announcing Hearsay Messages and the Predictive Omnichannel Suite


Today, there are millions of financial advisors and insurance agents worldwide, including more than 500,000 in the U.S. alone. And while technology is rapidly changing consumer behavior, preferences, and expectations, the way a typical advisor engages with customers has largely remained unchanged. What once worked before – cold calling, Yellow Pages, static advisor websites – no longer have a place in today’s digital world. A recent study confirmed 83 percent of consumers prefer communication via email, text and/or social.
Customers are now omnichannel: researching online, reaching out to connections via social and mobile for recommendations, and making purchase decisions long before interacting with a single sales professional. In fact, the average consumer spends six hours every day online – on social, mobile, and digital.
Add to this the onslaught of robo-advisors, self-service consumer e-commerce sites, and anticipated regulatory rulings, and advisors have even more pressure to deliver more to clients while charging less. Confronted with this reality, advisors must fundamentally change the way they do business in order to stay relevant and survive.
Advisors know they need to adapt; they know they need to deliver more value and be accessible across all the channels their clients and prospects are engaging on. But advisors aren’t marketing or compliance experts. And asking advisors to figure out how to do it themselves – or barring them from using these channels due to compliance concerns – has proven to be both inefficient and ineffective.
Six years ago, we saw an opportunity to leverage technology to begin addressing these inefficiencies and the need for change through social selling. Since then, more than 115,000 advisors and agents are using our platform to connect with today’s social, mobile, digital consumer. Today, I’m thrilled to announce our Predictive Omnichannel Suite (#omnichanneladvisor), a full set of integrated apps purpose-built for advisors to save time, stay relevant, and deliver more personalized service to their clients.

Hearsay MessagesWe’re also announcing a new product: Hearsay Messages. Many of you have told us that clients and advisors want to text each other, but compliance requirements got in the way. Hearsay Messages is our answer to your call – a compliance-enabled text messaging application that will allow advisors to send and receive business-related texts with customers using the mobile device they already have.
What is a predictive omnichannel suite?
Our four integrated apps (Hearsay Social, Hearsay Sites, Hearsay Mail, and Hearsay Messages) will help advisors engage across channels with their clients. Each app will have built-in predictive analytics to help advisors save time – everything from auto-suggesting meeting reminders to suggesting the “next best action,” i.e., who to reach out to, when to reach out, and what to say.
All four apps are built on the same single, unified platform so advisors don’t have to log in to four different systems, and compliance supervision teams don’t have to approve the same action four times.
Why are we doing this?
The world has changed. Clients expect and demand engagement on their terms any time, anywhere, and on every channel. Traditional field organizations have no choice but to adapt. It’s become our mission to help with this field transformation.
Looking back, it’s been an incredible year at Hearsay Social – thanks to your trust and confidence as well as to our second engineering office, which we recently opened in Seattle. It’s been an amazing journey to go from a single social media platform to a full omnichannel suite in less than 12 months.
Social selling, beautiful and modern SEO-optimized advisor websites, personalized email at scale that doesn’t feel like spam, and text messaging – all have become table stakes in today’s buyer journey and client experience.
We couldn’t have accomplished all this without your support. Here’s to many more milestones ahead together and to helping equip your field organization to succeed now and into the future.
For more details, contact your customer success manager and check out our new executive playbook, The Omnichannel Advisor. Also take a look at my keynote, “The Age of the Trusted Advisor,” from our Innovation Summit in June.