How to Drive Business Success with an Effective Customer Communications Management Solution
Your business success is determined by the customer experience you offer. Seventy percent of the customer’s journey is dictated by how the customer feels they are being treated, says a McKinsey report. Poor experience leads to a loss of business with the customer journey ending before your enterprise has capitalized on it fully.
Mike Burkland, CEO and President of Five9, a cloud-based contact center software company confirm this. He says, “Consumers’ power is on the rise and modern consumers expect to engage with a service or support center on their terms, using a variety of channels that include voice, web, chat, email, video, and social media”. Therefore, to offer a superior customer experience you need an effective customer communications management (CCM) solution.
However, what is the keys things your customer requires from their experience? They look for a communication process that is suited to their needs which can be either easy and intuitive or more engaging and consultative. The reliability of your product/ service is paramount to their decision to go with you and comes second to the lowest price. This is accompanied by your brand reputation and how consistent every interaction with your enterprise has been. Above all, recognize a long-term relationship with a customer and you will combat competitor entry and churn.
An effective CCM (Customer Communication Management) nurtures prospects to create loyal customers while defining strategies for business success by assessing existing protocols. A Gartner report suggests that CCM is the strategy to improve the creation, delivery, storage, and retrieval of outbound communications. This can take place through a wide range of media including documents, email, SMS, and webpages. All CCM solutions commit to specific customer-centric objectives and provide companies the ability to improve these communications with their distributors, partners, regulatory bodies, and customers.
What does good Customer Communication Management look like?
A good CCM structure offers personalization, enables real-time communication, and provides full control over customer communications whether for employees or customers. Here are some of the features in detail:
Customer-focused: Elevate and familiarize your brand in the customer’s eyes by providing them with documents that communicate your message effectively. Listen to your customer feedback and realign your strategy to their needs. This communication must be relevant and through delivery channels of their choice, so they can access it easily. This is key to the customization element of communication.
Real-time communication: Giving customers information on-the-go anytime is a given today. Fail to do so and you have irate customers to deal with. This can be an update in services or customers accessing data they require on their own. Not doing this can impede business and have serious financial implications. For instance, the South Carolina Federal Credit Union faced this when Hurricane Irma was threatening to make landfall in the U.S. They ensured customers knew how to access their money irrespective of the situation ahead of time as well as through the disaster. They ensured they had a business continuity plan that was omnichannel to ensure customers were not inconvenienced. A natural disaster was no excuse for nonexistent customer communication in this case. You cannot afford to have data silos and decentralized data. It’s essential you have all the data to offer customers the relevant information or solution instantly.
Compliant and secure: In an age where your data is your identity and multiple high-profile security threats are making people uneasy, it is necessary to offer reliable and secure data handling. The generation of business-critical documents that comply with all current rules and regulations is crucial. A centralized CCM platform not only offers real-time communication but
is also a more secure link. Your data is secure despite coming from disparate sources. A solution that offers account access with role-based authorization is particularly effective and must allow the creation of custom communication rules suited to each business.
Automation: Do away with manual and redundant processes. Not only do they slow down your business functions but also frustrate customers. Consider a mobile service provider that notices customers are frustrated by extra charges, so they set up an automated SMS to warn them. This is an effective measure unless the text links to a generic webpage that requires them to take several steps to solve their problem. Automate all your customer communications processes to eliminate cost and inconsistency.
All this comes together with an integrated technology solution that mines your data, guides contact center agents, and ensures the system is not only automated but constantly adapting to your needs.
Lumenore: Your partner when it comes to great customer communications
Our expertise within the customer care world transfers to every single company we partner with. Lumenore drives all customer communications through a centralized system that streamlines workflows and enables employees to increase productivity and efficiency. Lumenore utilizes data to improve demand forecasting and operational workflows, streamlines sales and financial reporting, enhances campaign tracking and effectiveness, and ensures employee training to provide customers a better experience. Consequently, you reduce customer churn rates, optimize campaign costs, and improve overall customer satisfaction rates.
Talk to us to learn how you can benefit with Lumenore. Schedule your free demo here!