Effective customer communication is critical in the success of any organization. Without it, you can expect to lose business, revenue and wallet share.
Organizations that utilize high volumes of customer communications – like banks and credit unions – are at a unique advantage and can leverage business-critical documents to connect with and drive customers to a specific goal. In order to effectively reach your customers, it is essential to give them information they want, when they want it, and the way they want it. Here are the top 5 features customers expect from your business-critical communications:
Zendesk says 87% of customers think brands should put more effort into providing a consistent customer communication experience. This is especially true in the way people receive their financial communications. When customers 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 the customer experience truly exceptional, make things as easy as possible. Customers know how they want to receive and access information. 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 information and your customers will thank you!
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. To maximize engagement, make sure your your documents are consistently formatted and optimized for readability, easily accessible through any platform or channel, and personalized to each individual.
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.