Connecting, Inside and Out

The success of your business relies on your customers. That's easy to understand - no customers, no business. Successful customer engagement helps to build a stronger relationship between your business and your customers. Did you know employee engagement is just as important as customer engagement? 

There is a great deal of research to show how, no matter the industry, customer satisfaction is deeply connected to greater employee satisfaction, and vice versa. While there are a number of customer engagement solutions out there, they might not address the cornerstone of an engaging customer experience – that is, employees who know the mission, armed with the tools to accomplish it.

Internal Engagement

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Your team’s understanding of company values begins with a statement. However, the adage, "actions speak louder than words," still holds true today. Your company's values or mission statement mean very little if they aren't accompanied by action.

Action runs the entire chain, linking customers and employees. For example, customers have greater demands on the speed of your service. In order to deliver, employees need not only instant access to the information your customer's need, but to their coworkers as well. The ideal you strive toward here is internal engagement.

Support and collaboration is best achieved when your team is centered on tools promoting security, oversight, and the integrity of separate work environments. Governing your customer communications is easier with role-based access to projects, as well as a practical user interface that allows managers to observe and control every step of the process from beginning to end.

Roles of other stakeholders are also supported by a clearer user experience. Customer communications have a history of complexities that are becoming more and more unnecessary. One of the most prominent is how customer communication tools have been exclusive to technical members of a team. Now, you can have a non-technical manager, a graphic designer, or a content writer navigate their portions of the document creation process just as easily as anyone else.

Customer Engagement

When your team is engaged, your customers are more likely to be as well. The tools to enact your mission internally should provide for an ability to transmit the same message to the public. The general direction of business today is to implement a solution that carries the mission successfully from the inside out.

Once you have the necessary controls to manage customer data and the communications that go with those, you can put them to use by delivering documents that engage and are sure to never falter in accuracy. You deliver the communications your customers want, on time.

The standard has become omni-channel communication, the ability to deliver communications by any channel your customers prefer - email, phone call, SMS, etc. Communication solutions that integrate with your data systems, again, can help with this, telling you exactly what that may be.

This data integration is on the rise, and one of the things that separates Ecrion from other software companies in the industry. But in addition to data integration and flexible digital communications, greater interactivity in your documents can help you achieve higher levels of customer satisfaction. Digital documents can not only look good, but their layout can actually function to better educate customers on their relationship with you, using charts, graphs, and promotions that are all interconnected and integrated with customer data.

Want to learn more?

When everyone's on the same page, things go a lot smoother. When your customers get what they want because your team knows what to give them, it's a win for everyone. Right now, you can do something to make sure your company has the software it needs for successful customer engagement. 

Here at Ecrion, we design software around your company's individual needs and, while some software companies might tell you your business needs 11 million different - and expensive - extra programs, that's not how we do things. We will never sell you software your business will never use. It's that simple. Our experienced and friendly sales team will work with you and walk you through the process every step of the way. No pressure, no pushing, just our promise. We're here to help your company succeed. 

If you're ready to improve your customer engagement and customer communications, we'd love to hear from you. Contact us today by email at info@ecrion.com, by phone at 1-866-418-3838, or fill out our contact form. Someone will be in touch with you within two business days. 

Looking to upgrade from a legacy customer communication system to an all-in-one solution? Contact our team for a demo. And, if you'd like to learn more about CCM, CEM, and other ways to improve your business, be sure to sign up for our newsletter.