Customer communication management (CCM) enables businesses to deliver personalized, context-rich communication, maximizing selling opportunities across various touchpoints.
A strong CCM, if appropriately implemented, can reduce operational costs, streamline communications, increase opportunities for cross-selling and up-selling. It can enhance your omnichannel communication and branding strategy and become a valuable tool for customer engagement with personalized customer communications.
Sneak-peak into the top 5 ways a robust customer communication management platform benefits your organization:
Empowering Employees
Customer communication management platform empowers employees with flexible designing and authoring capabilities by leveraging reusable designs, images, graphics, company policies, disclaimers, and graphs. CCM allows multiple users to collaborate via effective version control, check-in/ check-out, and approval workflows. Employees can also seamlessly and efficiently use external data sources and repositories to create effective contextual communication.
Personalizing Customer Experience
CCM helps you to deliver personalized communication to each customer on time, every time, with consistency and standardization through their preferred channel. You can add a personal touch to each communication by arranging variable data and information in structured templates in the customer’s preferred language. Welcome kits, negotiated insurance policies, appeals, and grievances communication are some of its best examples. Sending e-cards on birthdays and anniversaries improves your customer engagement.
Enabling Multichannel Delivery
Customer communication management enables marketing teams to configure, validate, and send contextual communications/offers to customers through their preferred medium, increasing offer effectiveness. It can be print, digital, social, or a mix of all.
Monitoring Communication
Once delivered, CCM tracks its delivery status, like delivered, undelivered, read, unread, clicked or bounced, etc., to get a 360-degree view of the customer communication lifecycle. CCM recommends complimentary offers for its customers based on the result, thereby increasing its selling opportunities. It also helps with the omnichannel branding experience with the same logo, color, font, design, and message, assembled in a structured template distributed across various mediums.
Securing Communications
CCM ensures the security of various documents. Encrypted data, digital signatures, password protection, and user-based access to copy, paste, and print help secure documents as per compliance.
Key Takeaway
A robust customer communication management platform helps you deliver a personalized customer experience using a ready-to-use template design with security and compliance.
Read one of our case studies with a leading insurance company to learn how Newgen helped them enhance their customer service.
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