Automated Customer Communications Management in Digital Era

1. Automated Customer Communications Management in Digital Er Automated Customer Communications Management in Digital Era a What is Customer Communicatio What is Customer Communication Management Customer Communication Management is a type of business strategy that focuses on controlling and managing customer communications across a variety of channels. This strategy is used to improve the creation, delivery, storage, and retrieval of outbound customer communications. n Management? ? Why Do You Need CCM Why Do You Need CCM? ? With proper customer communication management, you can establish a standardized approach to how you and your employees will treat customers and a coordinated brand voice. This creates a unified brand experience that employees can consistently refer to and use everyone in your company can be always on the same page. It provides guidelines for new employees on how to communicate and maintain the same quality of messaging.

2. Types of communication with customers Types of communication with customers Experts often classify customer communications into three broad categories: 1. Structured documents, or "batch" documents: 1. Structured documents, or "batch" documents: This is the type of communication that you send to all or most of your customers regularly. Structured/batch documents can include financial statements and invoices. Your organization likely sends this type of document most frequently and rarely needs to change it. 2. On 2. On- -Demand Documents: Demand Documents: Companies create these types of documents for specific reasons and send them to specific customers. These documents may include proposals, special offers, or promotions. 3. Interactive documents: 3. Interactive documents: These documents are interactions that may occur between your organization and a specific customer. This type of communication requires much more personalization. Interactive documents may include negotiated contracts and responses to bills and specific complaints. The following list contains most of the reasons why organizations should communicate with customers or potential customers. • information about the customer's account; • information about new products or services; • Information tailored to customer concerns and needs • Legal information the company wants (or must) tell its customers A Automated utomated C Customer ustomer C Communications ommunications Automated customer communications are messages (usually emails) that are automatically sent by a company's communication system based on customer characteristics or customer requests. A major goal of CCM is to use automated customer communications as often as possible. Automated customer communications also include website chatbots and virtual assistants who can answer questions by phone or text. When sending automated messages, your organization's system must be able to send personalized messages as needed. Below are some examples of personalized and automated customer communications.

3. • Promotional messages that customers receive immediately after their first purchase • Promotional messages (with or without incentives) that customers receive if they haven't ordered or purchased from your organization for some time. • Promotional messages that offer new discounts to customers who make multiple purchases over some time. As mentioned earlier, chatbots and virtual assistants can also be an efficient and effective way to support customers. However, organizations should proceed with caution when using these automation tools. Customers and clients want an easy way to quickly contact their service representatives when they don't get an answer. Still, automation technology has significant benefits. Improve customer service by facilitating and accelerating the process of responding to customer requests and questions. Most Common Customer Communication Channels Most Common Customer Communication Channels Communication with customers takes place through various modes and channels. Organizations commonly use multiple methods to communicate with their customers. Your organization's customer communications management should consider how a particular customer would like to receive their communications. The most common modes and channels of customer communication are: •A chatbot on her website the company •Email •Live chat on the company's website (with a customer service representative) •Mobile phone Short Message Service (SMS) text •Telephone •Printed documents. It is normally sent by regular mail. •Social media •Web pages (including links to interactive documents and information)

4. Alternative ways of communicating with customers Alternative ways of communicating with customers In some cases, it may make sense to communicate with customers in other ways, especially if the customer prefers a particular channel. Alternatives include Skype, Zoom, or similar technologies. (Note: Clients in industries such as healthcare and academia may still be using largely outdated technologies such as faxes. In such cases, email-to-fax You can use your current communication technology, such as sending Enhancing customer communication management with Bentech Enhancing customer communication management with Bentech Empower your employees to exceed expectations and adapt to changing needs with a flexible platform designed for your team's needs. The Bentech platform Bentech platform makes it easy to plan, capture, manage, and report on work from anywhere so your team can be more efficient and get more done. Report on key metrics and gain real-time visibility into work progress with roll-up reports, dashboards, and automated workflows built to keep your team connected and informed. BENEVOLENCE TECHNOLOGIES is the right choice, and if you could realize its potential to withstand all costs? Talk to us about how we have partnered with other payer members to improve and enhance their communication.