We all see ourselves as unique individuals and want to be treated as such. So it should come as no surprise that this is why personalized communications are key to winning customer’s hearts and minds. When you treat your customers as people and not a number, each and every one is more inclined to continue to do business with you. By creating personalized communications, you keep your customers happy, making retention easier.
However, organizations must make use of all of their available data to provide meaningful personalization. Research from Pure360 suggests that today’s approach to personalization is no longer adequate. For example, using just the customer’s first and last name in a communication does not provide any relevant engagement.
What are Personalized Communications?
Every time organizations sends out letters, invoices, statements, contracts or any other correspondence, they are in fact communicating with their customers.
Today’s customers are more connected than ever before. Many companies find out that using mass-distributed, generic communications are no longer engaging customers the way they used to. Customers are also more demanding and less loyal. They are the influential generation that are used to share their favorite brands and products on social media. We are now in the Age of the Customer.
Personalized communications, preference management and self-service portals are key ingredients of a broader customer communications management strategy and sit at the core of our Customer Communications Management software.Learn More about Ecrion Customer Communications Management Software
Key Benefits of Personalized Communications
There are many initiatives that drive many organizations to adopt a consistent customer communications strategy. Personalization is an important strategy for providing a better customer experiences, and is a standard feature of Ecrion’s customer communications management solution.
Expand Your Audience
Personalized communications must take into consideration the demographics of the target audience. For example, most millennials prefer self-service and digital interactions while, at the other end of the spectrum, some Baby Boomers prefer print and in-person interactions. Ecrion allows for the creation of both traditional and modern communications, with full support for high-volume printing and digital interactions. Digital documents can be interactive and can be delivered via email or SMS/text messaging.
Increase Customer Satisfaction
Companies are constantly looking for better ways to create and deliver the documents their customers need, thereby increasing customer satisfaction and revenue. Companies that choose Ecrion gain the versatility to present complex information from multiple data sources across the enterprise. Having the ability to use not only contact information but also transactional information is a must.
Reduce Call Center Load
Self-service reduces wait time and increases customer satisfaction by allowing them to receive what they want, when they want it, and what channel they wish to receive it, all while easing pressure on your call center. In addition, Ecrion provides the ability to use transactional data not only provides next-level personalization and implicitly more engagement and customer satisfaction, but also to proactively answer the questions your customers may have.
Support Multiple Languages
Personalized communications may also mean that you have to reach out to your audiences in multiple languages. In some cases, multi-language capabilities are required to meet regulations. For example, health information in multiple languages is needed in certain communications in order to meet the Section 1557 nondiscrimination provision of the Affordable Care Act. Whether driven by market, compliance regulations, or customer preferences, Ecrion can help you communicate in the language that’s best suited to your customers.