We are behind a year that significantly reshaped customer communication. Digitalization, in particular, has gained major importance, and many companies have confirmed that being prepared truly pays off. For others, it has become a strong impulse to finally kick off their digital transformation.
Here are a few tips on what to focus on when digitalizing customer communication:
Replace postal mail with email
More and more customers accept and prefer documents delivered as PDF attachments by email. The reasons are obvious—it’s faster than postal delivery, documents are securely stored in the email inbox for future reference, and reduced paper consumption helps protect the environment. Before replacing traditional mail with email, however, carefully consider which customer groups the communication is intended for and what types of documents it will include.
Make effective use of the email body
Make life easier for your customers. Not every message needs to take the form of a formal PDF attachment. For example, basic invoice payment details—how much to pay, where, and by when—can be clearly and concisely included directly in the email body.
Optimize communication for mobile devices
Keep in mind that more and more people read emails on their mobile phones. Take advantage of this and optimize your customer communication for mobile devices. Enhance emails with elements that enable fast and convenient responses.
Communicate interactively
Give customers the ability to respond online and ideally resolve matters in just a few clicks. Use advanced digital communication capabilities to include alternative offers and customer feedback options. At the same time, be careful when selecting interactive elements so that you simplify—rather than complicate—the customer’s response.
Use electronic notifications
Sometimes less is more. Short messages sent via SMS or email at the moment when the customer actually needs the information can be extremely effective. This should be an essential part of any communication strategy.
Use electronic and biometric signatures
They increase the credibility of delivered documents and allow more processes to be fully digitized. As a result, document processing becomes significantly faster and more convenient.
Combine service and commercial communication
Take advantage of moments when you are already sending documents or messages related to a provided service. This is the perfect opportunity to offer service extensions, changes in terms, or related products—using space in a document the customer is already reading.
Other stories
Česká podnikatelská pojišťovna, part of the international insurance group Vienna Insurance Group, serves more than 1 million clients and manages over 1.8 million insurance contracts. With more than one million insured vehicles, it has become the third-largest provider of this type of insurance in the Czech Republic.
More than half of companies believe that within one to two years they will become the most important customer communication channel.
What should be taken into account when designing customer documents?
Do you know the key customer communication trends for the year ahead?
O2 Czech Republic has successfully implemented its strategic Simple On-line Company program, which included the central Output Management solution delivered by us to support customer communication at O2.
In the study The Forrester Wave™: Customer Communications Management, Q2 2016, 14 companies were compared based on their current solution offerings.
Do you need to respond with agility to market demands or competitive moves in your customer communication? Change the way you manage customer communication…
And build a better Customer Experience this way.
Pro Document Services is pleased to announce the successful completion of changes to its governance structure and executive management team.
The architecture and technologies of centralized Output Management are primarily used to deliver modern customer communication strategies. However, they can be just as effectively applied to streamline internal company processes and internal communication. This approach has also been adopted by Kooperativa Insurance.
As part of delivering customer solutions, we apply the principles of omnichannel communication. What are its key characteristics, and how does it differ from multichannel communication?
In the field of customer communication, it is essential to listen to customer needs. That is why our strategic partner, Inventive Designers, has introduced a new, extended version of the Scriptura Engage technology platform.
At Kooperativa and Česká podnikatelská pojišťovna, we have successfully implemented an Output Management solution.
There are many trends in customer communication today. Which ones are worth focusing on?
Can you leverage this better than your competition?
We are proud to have contributed to our customer’s success.
Are you creating a new customer communication strategy or updating an existing one? The trends in this area are clear—omnichannel, digital transformation, and more…
Our strategic partner and technology provider of the Scriptura Engage platform, the Belgian company Inventive Designers, has become part of Unifiedpost Group, one of Europe’s leading providers of solutions for customer communication technologies and online financial services.
Avoid the Most Common Mistakes in Customer Communication
Digitalizing communication is more relevant than ever. What should you focus on?
Customer expectations continue to rise, and it is up to you to keep finding new ways to meet them while withstanding the pressure of a highly competitive market. High-quality products or perfectly delivered services alone are no longer enough to ensure customer satisfaction…
It would be hard to find a company for which acquiring and retaining the largest possible base of loyal customers is not a priority. A key prerequisite for achieving this is the ability to communicate in a modern way, maintain a clear overview of communication history, and effectively process customer data.
To achieve its goals, O2 chose our new ALFA technology.
Do you know which ones they are?
Together, we continue our collaboration toward new successes.
Une communication efficace avec les clients constitue l’un des piliers clés de la gestion de l’expérience client et un levier essentiel pour créer des avantages concurrentiels…
Inventive Designers, our strategic partner and the developer of Scriptura Engage, is organizing the international professional conference Engage18 – The X-Factor.