Category Archives: Customer Communication Management

How to Boost Customer Engagement Through Multiple Channels

By | CCM, CRM, Customer Communication Management, Customer Engagement, Uncategorized | No Comments

When it comes to communicating effectively with your customers, consistency is absolutely crucial. Consistency breeds trust and it also helps you develop a strong brand identity. Customers are more likely to engage with an organisation that they trust and feel confident in. On the other hand, inconsistent brand messaging and communication are likely to have the opposite effect and can even drive customers away from your business.

Increasingly, customers are engaging with organisations through multiple channels, from email to social media to a mobile app. They may switch between different channels and they want to access their details, process transactions and interact with your business at all times and from anywhere they might happen to be.

According to mynewsdesk.com, today’s customers expect to be able to retrieve their information and have a consistent experience across all these different platforms and this expectation is only going to grow in the future.

Customer experience has never been more important than it is today and this means you need to be able to deliver your customers the right message whenever they come into contact with your business. Due to the range of choice that today’s customers enjoy, if your organisation isn’t delivering the great experience people expect, they are likely to leave and just go elsewhere.

Fortunately we also live in a time where we have the technology and the means to provide a consistent customer experience and it doesn’t have to be too difficult or time consuming. Purpose designed CRM and CCM platforms allow you to deliver a multi channel experience by gathering data from customers and tracking their information across different channels, allowing for a more integrated experience.

All this data is then easily retrieved from any device, by call centre or customer service staff when communicating with a customer, or via the customer themselves from their mobile, laptop or tablet. This guarantees a consistent, unified message is delivered across all platforms.

Using the right automated communication management solution, organisations can track and capture all the data they need regarding customer engagement across the different channels. Many automated CCM platforms automatically update customer information and activities in internal systems and automate personalised follow up communications that are relevant to each individual customer.

Multi channel communication is the foundation of any great customer experience. By using the power of data and automating your communication processes you can save costs and provide your customers with a better experience that’s tailored to their individual needs across multiple channels.

What does the Future of Customer Communications Look Like?

By | Changing Technology, Customer Communication Management | No Comments

Customer experience is more important than it’s ever been before and this has led to the development and widespread use of new technology solely for the purpose of providing a better experience for customers.

More and more organisations are making customer experience a priority and this, along with the rapid pace of technological development, means that the future of customer communication will probably look very different than it does now.

So what can we expect to see in the world of customer communication in the future? According to Scott Draeger from GMC Software, over the next decade or so we can expect the following:

  • Ultra personalisation. Customers will be able to receive contextually appropriate messages at the exact right time thanks to the development of greater personalisation.
  • New devices made possible by the Internet of things. We could see customers receiving messages through their clothes, glasses, cars or other personal items instead of just through phones, tablets and computers.
  • Communication will get faster. While we might think today’s technology is fast, that’s nothing compared to how things will be in the future. With expected developments in processing technology it won’t be long before today’s fastest devices look like dinosaurs in comparison.
  • Robots and other services will manage the information that customers receive, and that organisations send. This will free up time for customers and also mean that organisations can use their resources more effectively.
  • Communication will be useful, but not intrusive. Filtering technology means that messages which are not valuable will be filtered out and only the relevant ones will get through. Organisations will need to tighten up their act and make sure they are sending messages that are useful and relevant to their customers if they want them to be received.

While many of these changes will relate to technology in general, they all can and probably will be applied to customer communication technology and practices. Customer experience is already becoming a focus for many organisations and this is only going to increase in the future.

The decisions you make for your organisation today will have a direct impact on how well you are able to meet your customers’ needs in the future. By keeping up to date with the latest technology and where we are headed in the future you can make decisions now that will stand your organisation in good stead as these changes happen.