Maximize the Value of Multi-Channel Customer Communications

Maximize the Value of Multi-Channel Customer Communications

11/05/2018

The number of different channels in which companies can communicate with their customers is at an all-time high. This creates an important challenge. Are communications being sent to each customer via their preferred channel to make the most impact and deliver value?

Get Personal with Your Customer 

To successfully engage with customers, businesses need to contact them at the right time in the right way and with the right message. Every customer is different. Some customers prefer to receive communications via printed mail but respond more quickly to digital marketing messages.  An otherwise impactful message delivered via the wrong channel may not be as effective. Businesses that can satisfy customer preferences through streamlined communications management by giving customers an opportunity to select their preferred channel, will also see an improvement in their own operations. 

Support Digital Transformation

Certain businesses have established print communications processes for different document types and may only just be adding digital channels as an alternative. The problem is that, they will often find that their various communications processes are handled differently and in isolation. Managing communications in this way is inefficient and inconsistent. Typically, it can result in time wasted on reformatting documents many different times for each different communication channel as well as introduce the risk of non-compliance, or at the very least slow down your customer’s response rate. 

Adapt, Adapt, Evolve

Document management software helps ensure that each message is sent through the customer’s preferred channel, maximizing the value of each and every piece of communication, while also providing critical insight into the most effective vehicles. With the right multi-channel management solutions in place, businesses can:

  • Maximize customer engagement – Build strong and lasting relationships with customers by understanding and adapting to their communication preferences
  • Increase efficiency and reduce costs – Centrally managing communications ensures consistency, while helping to reduce unnecessary duplication of tasks
  • Continuously improve communications processes – A centralized approach provides visibility into trends and performance, giving businesses the ability to learn and evolve.


Not all customer communications are or should be created equally – as the value of each may vary by customer. Because customer preferences are also subject to change over time, businesses should look to implement a solution that can help monitor and adjust a customer’s preferred method of delivery, to better satisfy customers while ensuring that communications always deliver the most value to the business.