Improved customer experience
How can a multichannel communication portal improve your customer experience?
Think about how you communicate with your customers. Do you communicate by post, telephone or email? Improving communication methods can mean providing customers with their information in an effective and timely manner. Your customer may contact your business for a council tax bill or a pension statement. Instead of a phone call, your customer can access their documents via a multichannel communication portal.
On your own branded portal, customers can log in and have access to all their communications. No longer will customers need to worry about filing letters or documents away, as the portal stores their documents for them. Making for one less phone call and your customer finding their information at the touch of a button.
But what if your customer still has queries? They can utilise your portal’s chatbot functionality, FAQs and even comment on a document which notifies your team.
Getting paid on time can reduce a lot of business pressures. A reduction in reminder notifications, DSOs and debtor days.
Via your multichannel communication portal you can integrate payment functionality. Any document or communication requiring payment will be alongside a payment button. Customers can receive, view and pay their documents via one single customer journey. Creating an improved customer experience, and getting your payments even faster.
Communication channels for all types of customer
Not all customers are the same. Nor should they be treated the same. Showing that you are putting your customers first means giving your customers choices. Using a multichannel communication portal allows customers to choose how they would like to be communicated with. Some customers prefer communications via email. Some prefer by SMS. And your more traditional customers may still opt for print and post. But how your team creates and distributes your documents and communications is still the same!
Your team will upload your customer data and document template. The portal then distributes the document via each customer’s chosen communication channel. If for any reason an email bounces or a SMS isn’t opened by a certain date, your customer will still receive their document. Your portal will automatically send these customers their communication by print and post.
The entire process is a closed loop. You have the confidence knowing that your communications will reach your customers. No matter what their communication channel of choice may be.
Being more green
Switching from physical to digital communications reduces the amount of paper your business uses.
A multichannel communication portal makes your documents completely digital in their life-cycle.
Saving you not only paper, but envelopes as well. Plus, think about the reduction of printing materials, machines and even the energy consumption physical delivery might take.
The average posted letter emits 29gm of CO2e emissions, compared to just 4gm for the average email. Such figures can easily be saved by transitioning to digital documents and showing your customers that you are working towards being more green and improving your business’ CSR.
Less admin and manual tasks
Overall, your multichannel communication portal reduces your business’ admin and manual tasks. Document creation, mail merges, printing, franking, distributing documents. A reduction of all these tasks, thanks to your own portal.
The cost and time reduction a portal brings can benefit various areas of your business:
- Payroll – Upload employee data and payslips. Distribute them digitally rather than creating and distributing each one yourself.
- Customer services – Find your customer’s document on the portal in no time at all. And prompt each customer when a new document is ready to view.
- Accounts – Reduce the time chasing payment and distributing reminder notifications.
- HR – Connect to staff easier by distributing all documents and employee notifications via your portal.
And it doesn’t stop there. Think about how else your business completes admin and financial tasks. A multichannel communication portal can take the burden of these tasks away for you.
Unifiedpost Group’s Multichannel Communication Portal
Have we convinced you of the simple and smart benefits? Take a look at how else our multichannel communication portal can benefit your business and customers. Learn more via our solutions and get in touch to book a demo of the portal in action.