Organizations that utilize high volumes of customer communications are at a unique advantage and can leverage business-critical documents to connect with and make a positive impression on their customers. However, because customer engagement is a world of moving targets, it can be difficult.
In order to effectively reach your customers, it is essential to give them information they want, when they want it, the way they want it. Here are the top 5 features customers expect from your business-critical communications:
According to Zendesk, 87% of customers think brands need to put more effort into providing a consistent experience. This is especially true in the way they receive their financial communications and documents. When they view information, they want it to be the same as it was last time, and the same as it will be next time, so they aren’t constantly searching for the information they’re looking for.
To accomplish this, format your documents using a template that includes designated space for branding, summary tables and transactional information. Documents with consistent formatting not only increase readability, by placing logos and branding in the same area will increase brand recognition.
To make their experience truly exceptional, make things as easy as possible. Customers want what they want, where and when they want it, and generally, they don’t want to have to think much about how they’re going to get it.
Your ePresentment should be mobile responsive, user friendly and functional, with all documents available through a single platform, easily logged into from any interface. Take the guess work out of finding particular documents on different platforms and servers, put everything on one.
3. Unique Engagement
62% of millennials report that brand engagement is more likely to make them a loyal customer, according to USC Dornsife. Customers want an experience that is unique to their individual preferences. If your documents are consistently formatted and optimized for readability, easily accessible through any platform or channel and personalized to individuals instead of your customer base as a collective group, you will create the memorable and engaging experience customers crave.
4. Solutions to problems
Customers wanting solutions to their problems is the driving force that has made Google into what it is today: The #1 search engine for people looking for answers.
Providing solutions in transactional documents and customer communications is actually much easier than it sounds. You can use customer transactional data to target them with specific offers compatible with services they already utilize. Sending personalized marketing (in the form of affiliate ads or cross-selling and upselling) to individuals who, based on previous habits, will have an interest in or need for that particular service provides them with answers to their questions, and solutions to their problems.
Organizations should ensure that customers are able to find answers to their questions using an assortment of self-service options, as 50% of customers think it is important to solve product or service issues themselves and 70% expect a company’s website to include a self-service application. Make the most of your customer communications by adding self-service website links to both print and electronic documents. This will not negate the need for customer service calls, but it will reduce call center volumes AND make your customers happier because they satisfy their need to find answers to their questions on their own.
Contact us today to discover how transactional document solutions can strengthen your customer-base, discover new revenue and cut operating costs.