5 Key Areas for Mastering Your Customer Communications

Excellent customer communications are a key part of exceptional customer service. It takes skill and expertise to deliver consistent and engaging communications.

Fri May 12 16:15:14 EDT 2017

In this digital age, customers expect businesses to deliver individualized communications. And, they have little patience for companies that don’t get it right.

Getting that right isn’t just a matter of pride for businesses. It can have tangible impacts on the bottom line. For example, businesses can drive revenue growth by creating higher-converting engagement opportunities, reduce costs by targeting the right customers at the right time, manage risk by delivering accurate messages to their intended audiences and increase customer satisfaction with timely and relevant messages.

It’s easier than ever for customers to vote with their clicks. There’s plenty of information online and via other channels that can help them make informed decisions. So, the very survival of businesses today depends on being able to give customers a compelling reason to stay loyal.

Very few businesses have a first-mover advantage or monopoly, so they need to rely on exceptional customer service to stand out in a crowded marketplace.

Excellent customer communications are a key part of exceptional customer service that doesn’t happen by accident. It takes skill and expertise to deliver consistent and engaging communications. Precision and accuracy are key.

The businesses that get it right are delivering relevant and engaging interactions across the customer lifecycle. This lets them build brand loyalty, gain valuable insight and deliver the kind of superior customer experience needed to secure a customer for life.

Here are five key areas where companies could use some help to refine and sharpen their customer communications:

1. Creation

Too many documents don’t get their message across clearly. Businesses need to modernize documents and replace aging templates. Inconsistent branding confuses customers who then call for help (or walk away). Creating clearly understandable documents, such as statements, means customers pay faster and call center volumes go down.

2. Management

Many businesses assign different employees to create customer documents and use different tools and equipment to produce and send them. Not only are costs for these disparate pieces of equipment, like multiple printers, rising, trying to reconcile so many different solutions presents a logistical nightmare. Businesses need to bring organization to the chaos, centralizing document production to capitalize on scale while ensuring every customer communication is handled properly.

3. Validation

Inaccurate customer address data leads to wasted mailing costs, delayed payments and dissatisfied customers. Businesses need an automated solution that validates address information so documents are always delivered to the right customer at the right destination.

4. Production

Outdated, sluggish printing and assembly processes cost money, while late and lost documents strain resources. Businesses need to cut unnecessary costs without cutting corners or making mistakes.

5. Distribution

Printed materials are expensive and many customers prefer digital communications. Businesses need a platform that lets them seamlessly switch between physical and digital channels to give customers the experience they want.

The new Pitney Bowes Relay Communications Suite helps businesses to master their customer communications, giving them everything they need to save money and keep customer data under control. As a result, Relay users reap lower costs, higher revenue and exceptional customer satisfaction.