Streamline Customer Operations
Know and guide every aspect of your customer operations from A to Z.
MHC Spells Out How to Do
Customer Operations the Right Way
Humans are complex beings even when they aren’t customers for your business. Once they start along that path and continue a journey with your company, every complexity and nuance become a detail or deliverable your business must handle with mastery. You can get a handle on your customer operations, from start to finish, with the support of MHC automation. Using our solutions in customer communication management, customer experience, omnichannel messaging, personalized communications, and smart documents, your business can turn complexity into capability and give your customers a one-of-a-kind experience.
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Common Customer Operations Challenges and How to Solve them With MHC
1. Trouble Locating Files and Documents
Different file names. Different people with different organizational methods. Different departments and teams. And even different buildings, filing cabinets, and software systems can all create chaotic searches for a single document or related files without a way to centralize them.
Customer communication management software works like a magical filing professional. By using integrated metadata tags, filters, search and sort features, finding a specific document or file happens immediately and from anywhere. It also enforces consistent file naming conventions, storage locations, and accessibility across geographical and departmental divides.
2. Lackluster Marketing Campaigns That Fail to Convert
Your business puts time as well as money into marketing and advertising campaigns to generate new leads and convert them into customers. Once your customers are acquired, keeping their attention and loyalty is a whole new effort that requires an even more personalized touch. Your marketing campaigns may not feel unique to each individual person, before and after they become a customer, leading to wasted expense and potentially losing a customer.
Customer experience management gives your business the capability to deploy ongoing correspondence with dynamic ads tailored to individual preferences and history. Upselling, cross-selling, or simply anticipating what a customer might need in the future, are all made easier and more effective. You can also ensure that every touchpoint the customer receives from your company, regardless of department or sender, uses the same criteria and parameters that provide that special feeling of value and recognition.
3. Constant (and Inaccurate) Guessing About Why Customers Are Disengaging
How often are we sending messages out to customers, at any stage of their lifecycle with our business, using the “spray and pray” approach? When we don’t have visibility and data on the single touchpoints a customer has with our teams and company, we can’t accurately tell what’s working, what’s not working, and how to change our approach to improve.
Customer journey mapping measures the customer’s response down to the tap and mouse-click in every communication. With insightful and thorough reporting, the data of each customer’s engagement with your business is provided in a comprehensive format that makes decisions far easier. You’ll be able to see which stages are causing friction with which customers and engineer new iterations that solve the issue.
4. One-Off Communications Are Inconsistent and Off-Brand
You have smart people working for you, but not everyone is an expert at the company’s branding or stationery. What often happens is someone opens a Word document, somehow gets a version of your logo onto it, and taps out a message so they can send it out quickly. Even with the best of intentions, your customers receive confusing and mismatched communications.
Correspondence management is your secret sauce to ensure that every single message and communication carries your latest branding, uses the recipient’s personalizations and preferences, and is added into their contact history so everyone has visibility on the interaction as it relates to their journey.
5. Customers Drop Off the Radar Because They Prefer to Use Different Channels
If you look at one person’s smartphone apps and compare them to the next person, you’re likely to see a few communication apps that match but many that don’t. From customer to customer, a slew of old and new channels is used daily to stay in touch with friends as well as businesses, and you will always want to use the mediums that can better ensure an interaction, whether that’s on paper or electronic (or both).
Omnichannel communications are your best friend when it comes to using the spectrum of today’s communication methods. If your business is sending out a message to one customer via email, it sends the same message to another customer via print or even fax. And using multiple touchpoints across channels is also an option if that’s what works best with specific customers. All throughout, your message matches the medium and every interaction is logged and tracked for results.
6. Your Customers Are Misunderstanding Your Messages Regularly
So much can and does get lost in translation, and you may wonder why your customer communications are going unopened, unresponded to, or, worse, responded to with anger or frustration. The issue may come down to fundamental aspects of effective communication like tone and language. Particularly for more diverse audiences, your messaging to a business owner in India may need to be vastly different than what you send to a millennial founder in Silicon Valley.
Personalized communications transform your messaging into language and tone that resonates with your individual customers. It also administers those preferences across your organization so the tone is consistent, the correct language is used, and your customer’s reactions are measured to gauge effectiveness.
7. Documents You Send to Customers Are Complex and Hard to Comprehend
With today’s consumers used to tapping or clicking their way through webpages, articles, and various software tools, a standard document that presents a wall of text or complex graphics and statistics may cause attention spans to drop off. If you’re asking customers to open and understand multiple attachments, you’re likely to find they aren’t able to tie it all together or even take the time to review what you’ve sent them.
Smart documents essentially turn your standard documents into webpage-like experiences. Implement virtual guides and tutorials into your complex information so customers know what they’re supposed to look at and how it impacts them. Turn multiple documents and data points into a single file that can interactively pull up relevant information the customer can use. Provide real-time accurate information with a document that reflects changes as they happen.