Individualized Communications at Scale
Customer Loyalty via the Human Touch
Customers today value experience. They stay with their providers if they enjoy them, and quickly switch if they don’t. They are also willing to pay a premium for better interactions with a company. PWC research establishes that the most important component of the customer experience is the “Human Touch.”
Specifically, they state it is imperative that companies create better customer experiences by making technology and interactions feel more human. Research from both PWC and Pure360 show that many personalization efforts miss the mark in this regard, demonstrating the need for better personalized communications.
For over fifteen years, Ecrion’s Customer Communications Management solutions have set the standard for natural personalization at both the small and vary large scales. Ecrion software enables organizations in a broad range of industries to leverage existing customer knowledge appropriately, communicate with customers in the manner they prefer, provide engaging self-service capabilities, and ultimately build a loyal and growing customer base.
How to Personalize Customer Communications Using Ecrion’s CCM Platform
A single, modular platform, Ecrion provides all-in-one capabilities to maintain customer preferences, track and consider past interactions, empower customers with digital experience layers, and communicate with customers on their terms. Find out how to personalize customer communications with Ecrion:
Use a Complete CCM solution
Use one comprehensive customer communications management solution, rather than a hodgepodge of different solutions tackling individual issues, all trying to work together to create personalized communications. Using several platforms is both inefficient and more expensive, and it is far more difficult to align brand tone across several channels.
Follow the Customer Journey
Mapping the customer journey relays both the strengths and the friction points that customers come across. Taking this extra step to get closer to customers helps companies understand what they appreciate when interacting with the brand, but also what they need from it and what should change to give them a better experience. This should be the foundation of the personalization process.
Use Information from Multiple Data Sources
All customers expect to receive personalized communication, but their preferences and needs are very different. Use Ecrion’s software to seamlessly pull information from multiple data sources – not only contact information, but also transactional information and complex data. Take personalization to the next level and offer customers extensive data tailored to their individual needs.
Adapt the Style and Tone to the Customer
Provide personalized communications by allowing customers to select their preferred template format for statements, bills, and other data-rich communications. Ensure visually impaired customers receive accessible documents. Correspond with customers in the formal or casual tone they prefer.
Communicate in the Customer’s Chosen Language
To tend to the needs of an international client base, organizations must be able to communicate with customers in their own language. Send communications in the language each customer prefers, regardless of character set or format (e.g. Arabic). Cross the language barrier to offer a personalized experience to all customers.
Use Interactive Documents
Leverage simple documents to provide a digital experience. Deliver comprehensive data in a digital format and make it interactive so that customers can choose what they want to access. Interactive documents can help companies improve customer engagement and build personalized communications for customers.
Individualized Messages with a Human Feel
Send mail, email, text messages, and other communications targeted to individual customers based on flexible criteria such as purchase history, spend, account age, account activity, demographics, and more. Include relevant, individualized data and analytics specific to each recipient. Refer to customers by name, not by account number. Humanize communications while reaching audiences both large and small.
Make Communications Omnichannel
Some customers prefer accessing their documents on laptops, while others use phones or tablets for that. All customers must get the best possible experience, regardless of the device they use. Don’t serve documents in the same format across all channels because it is only beneficial for part of the customer base. Instead, leverage Ecrion’s omnichannel communication capabilities to provide a superior experience to all customers.
Digital Experiences and Self-Service
Enable customers to personalize brand communication. Interact with them on the device and at the time of their choosing, but also on their preferred channels – email, SMS, or traditional mail. Provide forms and access to documents automatically optimized for the screen in use. Display statements, the status or support tickets or claims, and usage or account analytics. Empower customers to update their own preferences and tailor their experience.
The Benefits of Personalized Communications
Organizations today can’t meet the ever-changing individual needs of each of their customers without personalized communications. The customer’s perception and expectations of a service or product have rapidly evolved in recent years – digital transformation or artificial intelligence are just few already common practices companies employ in order to keep up with all these changes. Customer communications are no longer seen as arid transactions, and companies must deliver them on the terms the clients have set, in order to make them feel connected and loyal to their brand. Here nine essential benefits that come with personalizing communication, and tailoring them to your customers’ needs:
Live up to the customers’ expectations by offering them a tailor-madeexperience.
Make each customer feel important and build a genuine connection.
Reduce call center demands by offering interactive self-service.
Enable customers to voice their concerns and adapt services/products accordingly.
Increase engagement by adding a human touch to communications.
Make communications more efficient for customers by using interactive documents.
Personalized communications encourage engagement,boosting sale rates and revenue.
Empower customers to build their ownself-customized interactions with your company.
Increase retention by giving personalized offers to loyal customers, motivating them to stay.
Ecrion Enables Stronger Customer Connections
Organizations worldwide produce personalized communications with Ecrion’s customer communications management software to enhance their customer experience, reduce operating costs, and control the inherent risks associated with high volume customer communications. Thousands of companies across a broad range of industries ensure compliance with corporate branding and legal standards while establishing genuine connections with their customers—one at a time.
You're in Good Company
Learn why some of the world’s most forward-thinking companies trust Ecrion for their customer communication and engagement needs!