Document design updates are undoubtedly among the most visible changes in customer communication projects. Modern customer communication also connects targeted marketing messages with service-related communication, which naturally increases the demands placed on design.
So, what should you keep in mind when designing customer documents?
Design for Omnichannel
Make sure to appropriately combine the creative work of graphic designers with the expertise of omnichannel communication specialists. Designs that look great at first glance are not always fully usable in practice. Corporate identity should certainly be reflected in documents, but it is equally important to ensure flawless functionality across all communication channels used. This helps avoid situations where, for example, a customer prints a document on a black-and-white printer at home and a color-highlighted key piece of information is lost.
Responsive design
More and more users view documents on mobile devices rather than on traditional desktops. Regardless of which device a customer chooses, the document must not lose quality. Getting this right earns you valuable points in terms of customer experience.
Consistent communication style
Pay close attention to ensuring that your communication style is not inconsistent or fragmented. A unified communication style increases the credibility of delivered documents and strengthens customer loyalty. Communicate in a consistent tone and don’t be afraid to engage in dialogue. Paying an invoice that starts with a friendly greeting suddenly becomes a slightly more pleasant experience 🙂
Clear and well-structured content
Less is sometimes more—this also applies to the design of customer documents. Too much information reduces clarity, so review your content and evaluate which information is truly essential. Simplifying the visual layout makes it easier for customers to navigate the document. On the other hand, well-used visual elements such as icons, charts, QR codes, and links help customers respond more easily. Highlight key information and structure documents logically. This prevents misunderstandings that unnecessarily burden customer support and discourage customers from further cooperation.
If it’s an offer, make it personalized
If you plan to enrich documents with marketing messages or offers for additional products or services, make sure they are truly relevant to the individual customer. Use customer data to select offers that align with the customer’s needs and preferences. Otherwise, there is a risk of permanently discouraging the customer from engaging with any future offers—no matter how attractive they may be.
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.