Communication is a crucial component of engaging customers with your brand. The path to the best customer experience goes through your technology and people. Engaging more customers, putting their interest at the centre, and investing in the right technology will define the future of your business. Over the past decade, the very definition of customer communication has evolved rapidly. Gone are the days when banks and financial sectors were leading the chart boards for setting high standards for customer experience. Rapid growth in technology has completely changed the way of how companies communicate with their customers. As the organisation progresses, it gets challenging to establish a solid and valuable customer communication system. Now, 24/7 customer service has become a requirement to keep customers glued to your brand or products in every sector or domain.
High conversion rate, low customer acquisition costs, increased customer retention rate, and a more positive brand image are the main objectives of every communication channel strategy. Therefore, to stand out from your competitors, it is mandatory to manage all customer communications effectively.
Managing customer communications successfully throughout their journey can be quite challenging. If you want to ace this game, you must go beyond just managing customers and shift your focus on providing a seamless, consistent, and personalised customer experience that leaves no gap between and within the communication channels. The advancement of technology, the explosion of communication channels, and the shift from multi to omnichannel communications emphasise the need for a CCM that delivers a customer-driven and interactive experience.
CCM Software for Personalized User Interface
What is Customer Communication Management?
CCM is an enterprise solution that enables businesses to centrally design, manage, deliver, and track high-volume personalised communication across channels. Gartner defines CCM as a strategy that organisations can adopt to improve the creation, storage, delivery, and retrieval of outbound communications with their partners and customers. CCM overcomes the bottlenecks of the existing traditional communication channels such as multiple disconnected points, inefficient workflows for creating and editing content, long change cycle times to make a small change, bottlenecks caused by overburden resources, etc. All these bottlenecks lead to ineffective communications and missed opportunities.
CCM user interface brings all your customers under one roof by centralising control over the customer communication activities. Imagine the benefit your business can gain by gaining the power to develop valuable relationships with your customer through personalised, data-driven and interactive interactions.
Why should You Use CCM Software?
The breakthrough in technology has completely changed the way the business communicates with its customers. Organisations are under tremendous pressure to drive customer interactions effectively and respond to their query in minimal time. To meet your business goals, you must implement a system that provides real-time interactions with your customers.
Communication is the most used conduit that redefines individual opinions of products and services that you offer. Their opinion automatically increases the likelihood of their repeat business. It also bridges the gap between organisations and their customers. There are many communication software available in the market, but finding the right solution is paramount to drive business goals. You should choose one that meets your business requirement and provides you with an edge over competitors. Following is a list of benefits that businesses can experience by including CCM in their digital transformation efforts.
- Engaged Customer
Customer engagement is a principal aspect of the marketing strategy that targets existing customers in contrast to prospects. Technology shift expects businesses to take ownership of the customer engagement process by optimising the customer experience and implementing real-time and consistent interactions across all the communication channels. CCM redefines the customer experience by engaging customers so that businesses can earn loyalty, trust, and long-lasting relationships. Better customer engagement leads to high revenue through upselling products and services. CCM improves your business efficiency by delivering a quick, real-time, and efficient customer experience that motivates action and encourages digital adoption. CCM software works across customer journeys from discovery to onboarding to service to feedback. The result is a compelling customer experience that creates engagement and motivates action.
- Central Communications Hub
CCM is a one-stop solution for all your business needs. Managing legacy content across multiple applications or software is one of the challenges many businesses have faced in the past. CCM integrates multiple platform functionality into one and acts as a centralised communication hub to standardise and automate processes. Automating CCM features streamlines the way your customers interact with your brand. CCM provides a 360-degree view of your customers to empower business users to manage all channels and communications centrally. With CCM, you can create, manage, deliver, and track communication in one place.
- Service Personalization
Customers value personalised communication more than the price of the product. In this digital era, visitors or prospective customers prefer business interactions tailored to their requirements. CCM allows you to leverage the features required to personalise the interaction with your prospects or existing customers. Therefore, the business should focus its shift on providing personalised engagement at the right time through the right channel and in the language of its choice.
CCM platform collects and stores a big chunk of data on customers at every touchpoint throughout their journey. This data collected can be used by organisations to interpret meaningful insights about their customers like their preferences, behaviours, purchasing patterns, etc. Businesses can then use this information to provide a personalised and interactive customer experience. For example, you can provide deals based on customer’s past purchases, take follow-ups on customer service issues, provide documents, send documents in their preferred language, send interactive documents, capture real-time service feedback, etc.
CCM Solutions enhancing Digital Customer Experiences
How FCI CCM Offers a Superior Customer Experience?
FCI customer communication management solution is a one-stop solution for all your digital and print communication. It empowers businesses in developing functional and efficient customer communications. It optimises and personalises all enterprise interactions to improve the touchpoints that matter most to your customers. FCI CCM solution offers the following benefits:
- It creates customer communication that is hyper-personalized, periodic, on-demand, and automated as per your customer journey.
- It generates mobile and digital-ready content in the language of client preferences.
- It allows business users to manage content from a single dashboard.
- It drives meaningful conversations by offering bi-directional communication with instant response.
- It provides better execution of multi-channel campaigns and mailers that ensures consistency and clarity across all the channels.
- It automatically triggers communications as per business scenarios to reach customers on the communication channel of their choice and their preferred schedule.
- It is a full-stack CCM that works across customer journeys from discovery to onboarding to service to feedback.
- It empowers businesses to produce standard-compliant communications.
- It captures real-time service feedback so that you can improve the shortcomings of your products or services.
A well-deployed CCM platform brings significant benefits to businesses. FCI CCM solution helps organisations in operating profitably by reducing operating costs and providing control over customer communications. It opens new revenue streams and improves operational efficiency while redefining the customer experience through personalised communication. It empowers organisations to design, manage, deliver, and track high-volume personalised communications across multiple channels.
Over the past few years, FCI has helped many organisations in banking, utilities, insurance, healthcare, financial services achieve the One Brand, One Platform, and One Experience model of customer experience management. Loyal customers are more likely to repurchase, forgive, try a new offering, or refer products or services to their friends or family. Easy to deploy and manage, the FCI CCM solution delivers dynamic compositions, automates, and simplifies the document-related business process while reducing the operational cost.
The following are the key differentiators of our CCM solution that makes us stand out from the competition.
- Offers modular solution so that you can pick and choose as per your requirement.
- Reduces dependency on IT experts for performing minor changes.
- Effective upselling and cross-selling
- Standardisation and compliance
- Intelligent workflows and integrations
- Data-driven communications, and
- Self-service capabilities
- Bi-directional communication with instant response
- Real-time reporting of communications
We live in a world where the customer is the king and has more power and voice than ever. Customers are the ones who drive communication today. Their opinion matters the most. Therefore, it is crucial to understand the value of effectively managing customer communications beyond just sales metrics. Imagine what a wasted opportunity it would be to grasp your customer’s attention, but instead of engaging customers with a powerful targeted message, you end up sending a generic message. Businesses must reinvent themselves to understand customer needs and offer solutions that take customer experience to a whole new level.
Every organisation has a big chunk of customer data, but can they put it to the correct use is the question we need to answer. Making your data work requires your software to communicate effectively and quickly. In this competitive market, only those organisations will win the battle who invest in CCM technology that puts customers and their experience at the centre.