Customer communication
Customer communication is an essential part of the equation
As consumers, we know when customer service is functioning well, and conversely. It can be challenging to pinpoint exactly what the specific experience consists of. But one thing is certain: communication is a crucial part of the equation. The customer’s interactions with the company are captured, remembered, and used. By using OnBase, the right conditions are created for your company to remember details about the customer, regardless of the formats involved. As an open platform, OnBase is the archive that can interact with other solutions and retrieve information from other systems. Thus, customer communication can be completed.
What is customer communication about?
Customer service is about thinking through situations and designing experiences so that the customer feels valued, heard, and respected. Nothing related to customers should be left to chance, and it requires effort from the company ahead of the interaction with customers. All elements should be shaped, placed, and executed in the way that is just right for the customer. Therefore, there are high demands on the company’s ability to anticipate and understand customer interaction.
Guide to communication in OnBase
It is easy to assemble and compile communication in OnBase. By using templates for communication, it becomes easy to navigate which template best suits a given purpose.
The company creates templates for communication, where each template serves a specific purpose with a customer dialogue.
Creating the template can be done by users (in Microsoft Word) writing or structuring the information in a message to the customer.
Fields from selected data sources are inserted into the template along with the regular text.
The document is then saved as a template and can now be used in customer dialogue.
The content of the template can be individualized for each customer and inserted into a well-thought-out case process or customer journey.
Optimization of document archiving
In addition to the many customer service benefits, OnBase can provide companies with enormous savings in the form of optimized process flows and far fewer errors in workflows. Read, for example, how OnBase can be your platform for optimizing document archiving.
Customer dialogue
With OnBase, customer dialogue goes hand in hand with high user satisfaction and productivity. Without a thorough strategy for customer dialogue, communication with customers is cumbersome and time-consuming, and only with a clear plan for customer communication can you give your customers the best possible experience.
