Roadside assistance is a critical and often untapped customer touchpoint that can increase brand loyalty and retention. Here's how we're working hand-in-hand with you to unlock the full potential of your program with digital awareness to keep roadside top of mind for your customers.
In our previous article, “Roadside Assistance: The Moment of Truth That Unlocks Extraordinary Value When You Get It Right”, Bain & Company's latest research confirms what we at Agero have long understood: positive roadside experiences are crucial for customer retention. Whether drivers are heading to work, school, or running an important errand, roadside incidents can throw their plans off course. When your brand provides exceptional roadside assistance that gets them back on the road quickly and safely, it makes all the difference between making or breaking customer relationships.
That's why at Agero we're dedicated to going beyond simply providing the highest quality roadside service to your customers; we work closely with our clients to optimize every customer touchpoint in their roadside programs. From education and access to efficient service delivery, we want to ensure your customers recall and utilize their roadside coverage when they need it. Here's how we’re making it happen together.
DIGITAL EXPERIENCE AUDITS
According to J.D. Power, overall customer satisfaction scores are considerably higher when customers use their insurer’s website or assisted digital contact methods as a first line of interaction. The more user-friendly your digital roadside presence is, the easier it becomes for customers to access information and initiate requests—in their critical time of need.
Our digital marketing experts work closely with your team to conduct an in-depth analysis of roadside content on your website and in your mobile app. This audit provides a detailed assessment of where your digital roadside presence excels and where improvements can be made to enhance customer accessibility and usage.
First, we analyze your digital channels to identify areas where customers may encounter friction when requesting roadside assistance.
This includes assessing:
- Ease of navigation
- Clarity of information
- Usability of digital intake forms
Second, we evaluate how effectively your digital channels promote roadside assistance coverage and guide customers towards adding it to their existing policies.
This involves analyzing:
- Effectiveness of calls-to-action
- Visibility of roadside assistance information
- Overall customer journey towards policy adoption
Whether your customers are urgently seeking to initiate roadside assistance on the web or are simply looking for more information about their coverage, we help you evaluate and implement best practices to ensure they can find what they need quickly and effortlessly. Learn more about how our Digital Experience Audits can make the customer journey to roadside seamless and efficient.
AGERO ROADSIDE CONTENT HUB (ARCH)
Many customers are unsure of what to do during a roadside event, often opting to handle it themselves or find their own service—all of which are missed opportunities for you to support them and strengthen brand loyalty. Keep roadside top of mind by integrating relevant content frequently into your customer communication channels, which can help increase program recall the next time they have a roadside event.
Our comprehensive roadside content library is designed to help you do just that. From emails to social posts, ready-to-use content tailored for your audience and platforms are just a click away, along with a content calendar aligned with key seasonal, safety, and driving-related events.
With this powerful tool, you can engage your customers effectively, highlighting the value of your roadside program while increasing usage. Watch the demo now to learn more.
Every year, more than half of all drivers find themselves in need of roadside assistance. Ensure your customers turn to your program in their time of need.
By optimizing your digital presence, providing readily accessible information, and proactively engaging customers with valuable content, you can transform roadside assistance from a reactive necessity into a proactive driver of brand affinity. Partner with Agero to leverage our expertise, tools, and resources to ensure your roadside program delivers exceptional experiences that keep your customers on the road and loyal to your brand.
As the Senior Manager of Marketing Strategy, Samira is responsible for helping our clients drive more value from their roadside assistance offering through marketing programs and customer engagement strategies. Samira has an MBA and Bachelors in Marketing from the University of North Florida and over 20 years of experience in B2B2C marketing strategy. She is based in Jacksonville, Florida with her husband John and twin daughters.