Converse and Engage

Articles covering the latest news and trends in the rapidly evolving worlds of Customer Experience and Customer Communication Management, and how businesses can build customer engagement.

Convert XML in Enterprise Applications

Extensible Markup Language (XML) is probably the most influential standard used today for information transmission. It is used everywhere: between enterprise systems, on the Internet and even between individuals. What makes XML so popular is the ability to describe any kind of data. From banking transactions, customer records and even web pages, XML is everywhere. […]

Batch Documents: Optimization for Better Success

batch documents

No matter your industry – insurance, banking, utilities, etc. – your company at some point goes through the process of generating batch documents. However, if your batch documents process isn’t fully optimized, your customers could be missing out. What’s more, your company could be needlessly throwing away money.

Each month, your company generates millions upon millions of documents. Monthly statements, customer letters, invoices, the list goes on. Document generation is important to the overall success of your company. Without the right software, you might be missing out on providing a valuable customer experience – all the while seeing your costs continue to balloon.

3 Ways to Improve Insurance Claims Processing

claims processing

For as long as there has been insurance, there’s been claims processing. This meant years and years of paperwork, sending out people to take pictures of the damage, more paperwork, then cutting a check. More steps were included, but it was standard operating procedure every time.

Claims processing has evolved since then. With insurance companies focusing more and more on providing a great customer experience, claims processing has become customer friendly. While this has kept customers happy, it’s also allowed insurance companies to cut costs. If you’re stuck in a quagmire of paperwork, here are three ways to improve claims processing.

Customize Banking Statements for Greater Customer Experience

banking statements

Creating a great customer experience is paramount to the success of your company, no matter the industry. There are many ways in which companies can do this, but for the financial industry, the easiest way is through banking statements.

Your customers receive banking statements every month. Have you thought about how to provide customers more value through this consistent banking correspondence? Instead of a boring, itemized spending list, have you though about all the other things your banking statements could say?

The Need for Modern Utility Billing Solutions

utility billing solutions

It can be easy sometimes for utilities to forget that, usually, the only interaction they have with their customers is through the bills they send. What information are you providing, other than how much the customer owes you? With modern utility billing solutions, you not only give a great customer experience, you can save a lot of money.

Whether you’re interacting with a current consumer, or communicating with a potentially new client, the utility customer experience will always be important. Are your customers receiving the very best communications from you? Does your utility billing software allow for a digital experience most customers want today?

The Importance of CRM Document Generation

crm document generation

Creating high volumes of compliant customer-facing documents can be challenging in a regulation-heavy, fast-paced, customer-centric world. That’s what makes CRM document generation so important. With the right Customer Relationship Management software, organizations in different industries are finding ways to capitalize on their investment, time, and customer satisfaction.

The issue of customer data raises a challenge that CRM systems exist to address. Every time someone picks up the phone and talks to a customer, goes out to meet a new sales prospect, or follows up a promising lead, they learn something new and potentially valuable. Traditionally, all this data went into analogue or unconnected media such as notebooks or laptops, or even just stayed in people’s heads.

3 Customer Communications Examples You Should Know

customer communications examples

At the heart of any successful business is excellent customer communications. The question is, do you know for sure how well your company is doing with customer communications? It could be a serious problem if you aren’t sure. Having a few customer communications examples at your disposal could always help.

There are so many ways in which your company can communicate with customers, and vice versa. Knowing what is customer communications management gives your business an edge in keeping your customers happy. These three customer communications examples will help you do just that.

Posted in CCM

The Difficulties in Insurance Customer Experience

insurance customer experience difficulties

Most people within the industry know there are insurance customer experience difficulties. Change is happening, with digital technologies and new ways of communication at the forefront of the insurance customer experience. What matters now is making sure customers remain happy, which means avoiding as many challenges and pitfalls as possible.

There was a time, not too long ago, where customers and insurers alike had to deal with paperwork. Lots and lots of paperwork. Creating policies involved stacks of paperwork, as did filling out claims forms and overall communication with the customer.

The Difference Between Document Automation and Document Assembly

automated document assembly

Document automation or document assembly? The terms are interchangeable, right? Most people believe that, yes, the two mean the same thing. However, one cannot be substituted for the other. In fact, document automation and document assembly mean two completely different things.

To put it simply, document assembly is one of several steps that make up document automation. This includes both automated document assembly and online document assembly.

Why Your Insurance Policy Management System Doesn’t Need to Be Upgraded

insurance correspondence upgrade

It might seem like the most natural thing to do. The world is changing, technology is changing, the wants and needs of your customers are changing, why not change your policy management system? Before you decide on a costly insurance correspondence upgrade, perhaps it’s worth looking at other options.

There are many reasons for wanting to move forward with an insurance correspondence upgrade. One of the primary objectives for your company should be to improve interactions with your customers. By doing so, you increase customer satisfaction. Still, do you need a complete upgrade?