As a business owner, you have two overarching goals. First of all, you want to gain new customers. Second, you want to keep the customers that you already have. It’s a lot simpler on paper than it is in practice. In fact, you may often find that these goals are a juggling act. However, having the right content management system can help.
How? By helping you provide the best overall experience for your customers. Managing the customer experience is a vital part of earning the trust of current and potential clients. If you choose the right content management system, then that system will contain tools and features that will increase your customer satisfaction and your credibility with future prospects. At the same time, you can manage your expenses by reducing the cost of acquiring new business.
Document management platforms can make a big difference in a lot of ways. They all boil down to attracting new customers or providing a better experience for your current customers. Either way, you can use your platform to help your business grow and excel. Here are just a few features that can help you with your clients.
Simplicity
Few things will drive clients away faster than confusion, and nothing causes confusion faster than poor communication. When you have a good digital document management platform, you can strengthen your communication and reduce confusion for your clients.
That’s because your platform will give you a single, centralized hub for any communication that concerns client documents. Your employees will have a space to send and receive documents, collect signatures, and work on the same documents at the same time. This way, you can make sure that every employee has access to the same information.
When employees don’t have access to the same information, then they won’t be on the same page. As a result, if a client talks to multiple employees about an issue, they may get several different answers. Mixed messages, whether from electronic platforms or employees, will frustrate clients and encourage them to look elsewhere. Unfortunately, this often happens when businesses don’t have a good content management platform.
On the other hand, if you do have a good platform, you can communicate accurate information to your clients, and you can communicate that information in a timely way. Your current clients will come to understand that your business doesn’t complicate things. Meanwhile, the simplicity will boost your reputation, potentially leading to new clients.
With communication, just like with most business practices, simplicity is always best.
Availability
We’ve all been put on hold while waiting for customer service. It’s certainly not a pleasant experience. You have better things to do than wait for a representative while listening to tinny elevator music. Think about the last time you were put on hold. How did you feel about the company after that experience?
You probably weren’t exactly fond of the company at that moment. You don’t want your clients to feel the same way about your company, but is there a better alternative?
Yes. You can avoid making your clients wait for you by making yourself more available. Being available to your customers and prospective clients is key to inspiring confidence in your organization. That may seem easier said than done, but a good content management platform can help.
First of all, a good content management system can allow your team to receive and respond to correspondence in a timely manner. The platform experience will be far less frustrating than the phone call experience. Plus, since content management can keep your information up to date, your clients won’t have to contact you multiple times to get all of the information that they need.
Additionally, you can use the automation tools in your platform to generate automatic responses to various client requests. You can make all customer documents available through secure portals, or you can publish information online so that no customer needs to wonder how to find accurate information.
Customer service can truly make or break an organization. The more available you become, the more likely clients will be to stick around, and if you provide great customer service, word will spread fast. On the other hand, if you’re consistently unavailable, word will spread fast about that, too. Make sure that you have the right tools at your disposal to make the experience worthwhile.
Customization
Customers choose their businesses based on how well their needs are met. If you make sure that your clients get what they need, they’ll stick with you. If you don’t, they’ll move on to a business that can. You already know how competitive the business world has become. Clients have more options than ever these days, and it’s getting harder and harder to keep up.
In this competitive arena, the organizations that stay on top are the ones that offer flexibility and customization. They have their products and services, but they also communicate with their clients and provide ways for their clients to customize.
Does your business provide customization? You can boost your customization efforts with the right content management platform. With digital document management, you get an easy way to send and receive order forms, make note of customer comments, and communicate with your team members to make sure that your clients get what they want.
As a result, your current clients will remain satisfied. Meanwhile, as word of mouth spreads, you may get some new clients who want more customization options.
The technology that you use in your business plays an essential role in your customer relationships, both existing or developing. The content you present acts as a mediator between your organization and your clients. Therefore, it can build bridges of trust and satisfaction or create frustration and cause customers to walk away.
It all boils down to having the right place to store and create content. Choosing a content management system will boost your client relationships and give you tools to gain new customers as well. Interested in learning more? Contact Vasion today.