What to Look for in a Customer Communication Management Platform

customer communication management platform

If you’re trying to improve the way that your company builds a rapport with its customers, you’ll need effective tools to get the job done.

In this regard, a customer communication management (CCM) platform is essential to the way you do business. Not all CCMs are created equal, so it’s important to learn which attributes you should invest in.

Read below to figure out what you need to get out of your customer communication management platform.

1. Make Sure That Your Customer Communication Management Platform Is Interactive

When you’re looking into a CCM, effective client communication needs to be at the top of your priority list.

Whether you’re facilitating the signing of contracts and policies, drawing upon data, or creating a dashboard, interactivity needs to be part of your CCM. This builds brand loyalty and lets you build a strong rapport with your base.

2. An Output That Is Effective and On-Demand

In terms of a CCM, you’ll need to get a feel for the output that it produces.

This output should be on-demand and should be created at the customer’s request. Some examples could include things like price quotes and invoices.

3. Useful Mobile Functionality

Right now, 96% of people own a cellphone and more than 80% have smartphones.

As such, you need to be certain that you’re tailoring your CCM to the use of mobile devices. Your developers need to make sure that the functionality doesn’t miss a beat, regardless of what cell phone or tablet you’re using.

The user experience (UX) needs to be optimal on the mobile device, whether you’re using custom templates or CCM components that are built from scratch.

4. Top-Notch Security Measures

No matter what industry you’re in, it’s important that the CCM you choose has top-notch security measures in place.

Today, cybersecurity breaches are par for the course, to the point that there were $2 trillion in breaches in 2019 alone. You need to be aware of the main types of breaches that you can fall prey to, such as phishing, malware, DDoS attacks, and website cyber attacks.

When you’re looking into a quality CCM, you need to be certain that you’re backed by businesses that put the highest quality measures in place to mitigate these risks. Ask them about their encryption standards and what practices they put into place to assist you.

Further, ask them about their emergency strategies and how they can help you out whenever you’re experiencing downtime. The sooner you can get back up and going, the easier it’ll be to look after potential risks.

5. Speed Is of the Essence

As the old adage goes, speed kills.

When you’re implementing a CCM platform, it needs to run seamlessly and without delays. Since CCMs and the majority of platforms we use today are cloud-based and becoming increasingly so, you need to be certain that it’s lightweight and responsive.

You’ll need to be able to use the CCM remotely without it missing a beat so your customers can trust your infrastructure whenever they want to get in touch with you.

6. Look Into Automation Features

The better you automate your CCM features, the easier it’ll be to streamline the way your customers communicate with you.

For instance, document automation is useful because customers can sign off on their documents quickly, without having to wait for traditional mail, pen to paper signatures, and other hurdles. To more effectively communicate with your customers, you need to also make sure that your templates are automated.

This keeps your company’s communication streamlined and makes it so that you don’t have to take time and effort out of your schedule to handle these tasks.

7. Take an Industry-Specific Approach

When you’re putting a CCM into use, it’s important that you focus on your particular industry.

Work with professionals who understand the work you do so that you’re better able to build a rapport with your customers. Whether you need a CCM for IT, banking, construction, retail, legal, medical, or any other field, you should take a top-down approach.

This way, you’re better able to specialize, as opposed to trying to shoehorn a general CCM into filling your needs.

8. Intensively Test the User Experience

Without question, you need to diligently test your CCM to make sure that it puts the user first.

Test the user experience and make sure that the CCM is built with a graphical user interface (GUI) that people find engaging and useful. Put together a test group that ensures that the platform is navigable, and work out the kinks before you take it from beta to a live version of the platform.

When your CCM is easy to navigate and contains consistent branding, you’ll be improving your customer loyalty and will get the results that you’re looking for.

9. Check Around for the Most Affordable Prices

Finally, be sure that you find a CCM that’s designed for you at an affordable price.

Check around and get some price quotes to be certain that you’re using your budget effectively. Rather than just focusing on the initial price, keep the upkeep and other matters in mind as well.

Look for the CCM That You Need

When you need a customer communication management platform that’s useful to you, these are the attributes that you need to look into. We’d love to help you when you’d like to learn more.

Use these points and contact us if you need to get the most out of your CCM platform.