How to strengthen customer relations
Using the Most Effective Channel
The effectiveness of the channel used to send correspondence is determined by the actual message being conveyed, the urgency of any required response and the preference of the customer.
A ‘one-size-fits-all’ approach may be easier for businesses to manage and keep costs down, but forcing customers to use one particular channel could alienate them. Customers may not want personal account statements sent via email or appointment reminders via social media, for example, they want to use the channel that is most suitable to them at that time.
It’s important that businesses have the capability to effortlessly alternate between channels. Customer communication requirements are ever-changing and companies that are too static may find customers turning to competitors which are delivering more engaging experiences.
Personalization Shows Consideration
Another way to show customers that they are valued is through personalized correspondence. Generic emails or brochures can highlight a lack of understanding around individual requirements, with customers led to believe that they are just seen as a number.
Personalized correspondence drives engagement as it shows that a business has taken the time to understand individual needs. Communications can be personalized based on shopping history – including when and how goods were bought – a customer’s location, age or their usage of the offering.
When businesses are able to connect with customers on a personal level it establishes a relationship. Customers are then far more likely to remain loyal, as well as recommend the brand to their friends and family.
Companies should regularly test what works best in order to generate the highest response from customers.
The Role of Multichannel Communications Solutions
Many businesses continue to rely on manual processes when managing outgoing mail. But the creation and sending of correspondence can be arduous, particularly when the volume of communications is high. Handling things manually takes up limited time and resources, as well as increasing the likelihood of errors.
Output Management Software (OMS) takes away the hassle by automating and digitizing the outgoing mailing processes. The powerful tool automatically creates items and sends them via the channel that suits individual customer requirements.
This ensures accurate information always reaches its intended recipient and increases satisfaction by always delivering communications through the preferred means. This will result in higher engagement and strong lasting relationships.
Could Your Small Business Benefit from Document Automation
If you have a small businesses that operates on a lean staff, you have to do more with less resources. One of the more time-consuming tasks is managing outbound customer communications. Many small businesses still handle document mailing internally relying on manual processes. While managing customer...