Make the transition to digital at your own pace
When they communicate digitally, companies also open up opportunities to cross-sell products and services and invite customers to explore other things they may be interested in. This could be through links to further information on the company website in the email or by attaching additional documents.
Invoices are one of the regular documents that many businesses now choose to send electronically. Here, time is a big deal. The sooner a customer receives an invoice, the sooner they can make payment and that’s good news for cash flow in the owed business.
How do you transition to digital communications?
The good news is, the transition to digital can be at your own pace and be taken stage-by-stage:
- Audit your business communications and decide which you’d like to be able to send digitally. Invoices are often a good place to start.
- Research the business solutions you’ll need to send communications digitally, while still maintaining physical mailing options. It’s possible to automate many of the processes connected with this, which is good news because reducing a reliance on manual ways of working becomes ever more important as a business grows.
- Give customers a choice because some customers still prefer physical mail. Some want to receive certain communications digitally (such as invoices), but still receive others by mail (such as sales brochures). The important thing is to talk to customers; most of the time it will be good news for them that you’re able to communicate with them digitally but you need to give them a choice and then respect this choice.
- Get on top of your data because robust data management is an essential part of end-to-end communications. All companies need an effective and secure way of gathering and maintaining customer details, including email addresses and communications preferences.
- Set a date for when you’re going to introduce digital communications and let your customers know.
- Keep informing and listening as you make the transition to digital communications. Customers will be pleased that you’ve listened to their preferences and, once you’ve made the changeover, check in with impacted customers to make sure they’re happy.
One way forward is to adopt a web-based portal to manage the communications process. This efficient and scalable solution automates message distribution through both physical and digital channels, saving you time and helping ensure your customers receive messages and documents sooner. What’s more, it means that you don’t have to print documents, stuff envelopes and arrange postage, or put together individual emails for digital customers.
How to increase customer satisfaction through effective communications
Good customer experiences result from effective business communications and this helps build the business’ brand. Automation helps companies meet the challenge of personalising communications and issuing them to the right person through their preferred channel every time.