PDFEnhancing Customer Service
The desire to achieve improvements in customer service and to provide convenient online access to customer documents like statements, checks and confirms is often the driving factor behind the adoption of enterprise content management.
Electronic documents and content management offer several avenues for improved customer service:
Self-Service Convenience
For a large and growing proportion of the consumer market, the Internet is the preferred way to conduct business. For these customers, speed of access and around-the-clock availability are way more preferable to using the telephone to talk to a customer service representative, or even visiting a branch. The more information and services you can make available online, the more satisfying the overall customer experience for this segment of the market can be.
Faster Service Calls
When customers do require a conversation with a live representative, electronic documents can speed up and improve service. Customer Service Representatives (CSRs) can find documents immediately and respond to inquiries in one call, rather than having to call a customer back after locating paper documents. If CSRs have access to exact electronic representations of paper records sent in the mail, they can more efficiently deal with issues. And the more documents types that are available online, the greater the benefits.
Better Looking, More Usable Documents
Customer service can also be positively impacted by delivering ‘better looking documents’, which improves readability and can include targeted marketing messages. Improved layout and typography can substantially improve comprehension, which can boost customer satisfaction and reduce service calls. Targeted messages embedded in statements can also deliver better results than inserts and can be delivered in both electronic and print versions of statements.
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