How to Enhance Your Customer Communications Management (CCM) Processes for a Digital World
4/24/2023 Wylie Blanchard
With the rise of digital technology and the shift towards remote work, businesses need to re-evaluate their customer communications management (CCM) processes to stay ahead of a rapidly evolving curve.
In this article, I share some key considerations that businesses should keep in mind when enhancing their CCM processes for a digital world.
Invest in a robust digital infrastructure to support a seamless digital experience
A robust digital infrastructure means the right technology is in place to support a large variety of digital communication channels, such as email, SMS, chatbots, mobile wallets, voice assistants, and social media. With customers increasingly preferring to communicate via digital channels, it is essential to have a seamless digital experience that is user-friendly and efficient.
Businesses should also consider integrating their digital communication channels with their customer relationship management (CRM) systems to create a single view of the customer. This will enable businesses to personalize their communications based on the customer's preferences, behavior, and past interactions. Personalization can lead to a better customer experience, higher engagement, and ultimately, increased revenue.
Another crucial aspect of a robust digital infrastructure is data security. Businesses need to ensure that their digital communication channels are secure, and customer data is protected. To do this, effective security measures must be put in place, including encryption, multiple-factor authentication, and consistent security assessments.
Embrace omnichannel communication to increase loyalty
Omnichannel communication is the practice of providing a seamless and consistent experience across all communication channels, whether digital or traditional. This means customers can interact with businesses via multiple channels and still receive the same level of service and support.
To embrace omnichannel communication, businesses should have a clear understanding of their customers’ preferences and behavior. This can be achieved by collecting data on customer interactions across different channels and using analytics tools to gain insights. By understanding these preferences, businesses can provide a personalized and consistent experience across all channels.
Omnichannel communication can also help businesses reduce customer churn and increase customer loyalty. According to a study by Verint, 26% of businesses reported that making technological advancements to improve customers’ omnichannel experiences would have the biggest impact on their customer experience strategy.
Automate communication processes, reduce manual errors
Automation is a critical aspect of enhancing CCM processes in a digital world. With automation, businesses can streamline their communication processes, reduce manual errors, and improve efficiency. This can lead to significant cost savings and improved customer experience.
Businesses can automate communication processes in several ways, such as using chatbots for customer support, setting up triggered email campaigns based on customer behavior, and using automated workflows for customer onboarding and account management.
Automation can also help businesses scale their communication processes without adding additional resources. For example, businesses can use email automation tools to send targeted and personalized emails to a large number of customers at once — without the need for manual input.
Provide self-service options to reduce customer support costs
Self-service options are becoming increasingly popular among customers. According to a study by NICE, 22% of consumers said that the ability to access self-service options online was a top factor impacting brand loyalty. The same study revealed that 53% of businesses believe that customers are very satisfied with their self-service tools — yet only 15% of consumers agree.
Self-service options can also help businesses reduce customer support costs and improve customer satisfaction. By providing customers with the tools they need to solve their own problems, businesses can reduce the number of support tickets and calls, improving the overall customer experience.
Focus on accessibility to ensure communications are designed for everyone
Accessibility is a critical aspect of CCM processes in a digital world. Businesses need to ensure that their communication channels are accessible to all customers, regardless of their abilities.
This means providing alternative formats such as audio, video, and text transcripts, as well as using assistive technologies such as screen readers and captions.
Businesses should also ensure that their websites and digital communication channels are designed with accessibility in mind by using alt tags for images, providing easy navigation, and using high-contrast colors.
By focusing on accessibility, businesses can improve the customer experience for all customers, including those with disabilities. This can also help businesses comply with legal requirements, such as the Americans with Disabilities Act (ADA) in the United States.
Monitor and analyze feedback to identify patterns in customer behavior
Finally, businesses should monitor and analyze customer feedback to continually improve their CCM processes. This means collecting feedback from multiple sources — such as surveys, social media, and online reviews — and using analytics tools to gain insights.
By monitoring customer feedback, businesses can identify areas for improvement and make changes to their CCM processes accordingly. For example, if customers are complaining about long wait times on the phone, businesses can implement chatbots to reduce wait times.
Analyzing customer feedback can also help businesses identify trends and patterns in customer behavior, such as common customer complaints or preferences. This can help businesses make data-driven decisions to improve their CCM processes and, ultimately, the customer experience.
Enhancing CCM processes for a digital world requires businesses to embrace a customer-centric approach. This involves making investments in a data-protection-focused infrastructure, modern and future-facing communication channels to deliver a seamless omnichannel experience, automated business processes to boost efficiency, customer self-service options, a focus on accessibility for all, and ongoing monitoring and analysis of customer feedback.
By prioritizing these key considerations, businesses can create a strong foundation for their CCM processes and stay ahead of the curve in a rapidly evolving business landscape.
Wylie Blanchard is the Director of Digital Solutions - Product Development for RRD Business Communication Solutions.