Just like a well-functioning team is made up of quality players who know what to do on the pitch, a company’s success is determined by the efficiency and strengths of its different departments, each completing different tasks with different skills, but all striving towards the same goal: company growth through best practices and continuously improving products and services.
Read MoreToday, we see two paradigms in business: Inside-Out vs. Outside-In approach.
Read MoreA CCM platform should be designed to fit your needs. It should take CCM to another level and focus on three major components – Design, Communication, and Analysis.
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If you have read the previous blog post 'How to turn a good day into a headache', you'll understand how frustrating it can be to provide a good customer experience without the right tools.
Read MoreDo you know this feeling: you get in early in the morning to get some work done before your meetings start, but you are instantly overwhelmed by problems the minute you get into your office? From 'IT tells me this document change will take 80 days, while we need it next week' or 'Our customers feel frustrated for not getting their bills by email' to 'We need to change the logo on this document, but we cannot find the template'.
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With customer interaction being delivered across both offline and digital channels, the expectation of accuracy by your customer is high. When missing important details—such as the customer name—the personalization just isn’t there and the customer feels disconnected from your company.
As an IT Director, you may be faced with many problems from other departments that require a solution. For example, no customer wants to receive a formal document that opens with ‘Dear ’, especially from a professional company. It is a poor customer experience, especially since your customers are already bombarded with advertising and other forms of solicitation. Validating data integrity within your CRM should be— and can be— a standard step in data processing. What other mistakes exist in your document template? Does your process send out duplicate statements to a customer?
When an end-customer has recognized their problem in a public way, by which the marketing department is made aware, the IT Director then has the responsibility to locate the problem, understand it entirely and solve it correctly. The problems must be located and singled-out in every circumstance by IT management, so that the satisfaction of the end-users’ digital experience can be restored and maximized once more.
If business users come to your IT department every time they see a mistake in either the data or the template, too much time will be spent on recoding documents or optimizing the data validation process. While actually, it would be easier that the business users who know the mistake can make the changes themselves so that essential information is not lost. It would save them the time from reporting the mistakes, and the templates would be adjusted far more quickly than if they had to rely on already-limited resources of IT teams.
Scriptura Engage helps improve customer experience through the automation of customer communications. Both (B2B) business-to-business and (B2C) business-to-consumer organizations use our Customer Communication Management software to create, produce and distribute essential business communications that are highly-personalized and interactive. They engage more profitably with customers. Personalized documents are created in a 'what you see is what you get' (WYSIWYG)-designer through rules-based dynamic assembly and sent in multiple formats across multiple channels to drive business impact. From one-to-one contact to the high volume output, Scriptura Engage simplifies and automates document-related business processes to improve business performance and efficiency. View your CCM much more as an opportunity to simply market a product. It is the opportunity to improve clarity of your communications with your customers.
Wondering how your company can also benefit from this? Let's talk!
We are more than happy to spend some time going over your specific situation, as well as how to improve your CCM procedures by introducing Scriptura to your working environment.
Like a lot of people I have a mobile subscription contract with split billing. A part of the bill is paid by my employer (lucky me ), the other part I have to take care of.
Read MoreWhether you are designing transactional documents, digital forms or customer onboarding communications, chances are you will encounter the same challenges as a lot of your peers in other industries. Based on our experiences we discovered several design concepts that can make a huge difference when designing communications.
Read MoreWe all know that communication with customers is evolving. Companies are making efforts to get in touch with customers on their terms, which inevitably results in supporting multiple channels. As a company you can approach this in different ways, depending on budget, time to market and the desired customer experience.
The e-book "Connecting Customers to a Deeper Conversation" of Lexmark introduces the concepts of active and passive multichannel customer communication. Although they are spot on and useful concepts to understand the possibilities of multichannel communication, I want to go a step further and introduce the concept of responsive multichannel communication. But first things first. What is active and passive multichannel communication?
If the same content and the same look and feel are used for multiple channels, then we speak of passive multichannel communication. So typically, the same template is used for multiple channels:
Passive multichannel is a valuable strategy to customer communication, as it takes into account the customer preference, it doesn’t require the effort (and budget) to manage multiple templates and is typically achievable on short term. On the other hand, the content is not adapted to the channel, which results in less desirable customer experience.
The term active multichannel communication is used if the content is different for the different channels. Although it is not absolutely necessary, this often results in multiple templates as those templates differ too much. For example
Active multichannel communication adds differentiation in content based on the channel, which definitely contributes positively on the customer experience. On the other hand, this can have a negative impact on the budget if you don’t have the right tools to manage multichannel communications efficiently!
In the active multichannel communication approach, the responsive aspect of communications (in both design as delivery) is lacking. If you’re looking for an optimal customer experience, you definitely need to consider responsive multichannel customer communications.
With responsive template design, it is possible to craft communications that provide an optimal viewing and interaction experience across a wide range of devices. Depending on the available screen space, parts of the communication are shown differently or not at all.
With responsive channel delivery, you take into account the response of the used channel to trigger follow-up actions. Imagine that you send an email and your customer just switched email address. As a result, the email bounces or it is not read within 5 days. In the responsive multichannel approach, you have the possibility to design the next action that is executed automatically. This can be sending the same communication via the postal service (with request to update email address) or sending an SMS with the request to update the email address.
The responsive multichannel approach adds a responsive aspect to the design and the delivery of communications. This is a step forward in the provided customer experience compared to the active multichannel approach.
As a company you have to decide which approach you want to implement, based on the available budget, time and desired customer experience. Scriptura Engage helps іmрrоvе сuѕtоmеr experience thrоugh thе аutоmаtіоn of customer соmmunісаtіоnѕ and supports all three approaches. Our customers uѕе оur Cuѕtоmеr Communication Management software tо design, рrоduсе, and dіѕtrіbutе critical buѕіnеѕѕ communications thаt are highly-реrѕоnаlіzеd аnd іntеrасtіvе.
Let's go over your specific situation and see how you can benefit from this.
