Posted by: Bruce Maylon
Document management platforms absolutely benefit your company. But the perks don’t stop there. When you invest in document management software, your customers benefit as well. By integrating your various software systems and keeping your staff connected and efficient, you provide your customers with a superior experience. Here are three ways that document software will revolutionize your customer service.
When customers reach out to your organization, they expect a quick response. This is even more true in the era of 24-hour access via the internet. In the past, messages from customers would be routed, rerouted, and sit for a while before they received a response. Now, however, document management gives you the ability to respond promptly to customer correspondence. Thanks to automated routing, each department receives its messages directly, with built-in notifications and other accountability to make sure messages receive an answer. In turn, your customers feel heard and connected, inspiring loyalty and repeat purchases.
How often does a customer speak to someone in your company who doesn’t know the whole story? When you use separate software for sales, billing, correspondence, and other interactions, many departments can only access part of a customer’s information. To rectify this situation, employ an integrated document management platform. When all your systems are housed under one roof, every employee who speaks to customers can see all relevant data on a customer’s account. This simplifies customer interactions and guarantees that your customer service representatives can offer the appropriate help and insight a customer requires.
If your organization self-promotes through a newsletter, targeted promotions, or any other direct correspondence, knowledge about your customers dramatically increases that efficiency. With this in mind, many companies use document management to target specific types of offers and information to clients with the greatest interest. For example, create a mailing list of clients who regularly purchase a specific product and are up-to-date on payments. Then, when the product is on promotion, use that mailing list to your benefit and theirs. Customers appreciate a company that has their best interest in mind. Being aware of their regular patterns and needs is one way to keep them coming back.
Document management software doesn’t only benefit your team. In fact, if you employ a high-quality document platform, it benefits everyone who deals with your company. To learn more about the benefits and tools that good document management brings, contact MaxxVault today.