How Has Technology Improved Customer Communications

Technology is crucial in so many workplaces. If you think of how technology has developed in the last 100 years, it really has been central to businesses being able to improve and make more money. Any piece of technology which speeds up business processes is normally welcomed with open arms by an industry. After all, time is money. When any process can be automated, that’s manpower which can be used on something more important. With the proliferation of the internet, cloud computing and IT automation software, businesses can make money faster than ever before.

Customer communications

Customer communications are one area of business which used to require a great deal of manpower. In the days before computers, documents such as invoices, statements, bills would still all have to be written up and posted to customers. Imagine how long that would take for a huge multi-national B2B company. That’s without taking into account day-to-day marketing or customer service communications.

Of course, those days are no longer upon us and those who have invested in customer communications management software might not need to even give these documents a second thought any longer.

Most customer communications management software should be able to completely automate this process right up until the point where the message is stamped, addressed, folded and posted. The software is able to automatically recognize when a customer should be sent a document; for example, once a sale is logged into a business database. Businesses needn’t give this process a second thought.

customer communications


There are plenty of different types of customer communications software available and each of them comes with their own installation instructions and demands on a business’s time. Some software can connect to hardware elsewhere in the vicinity. For example, if a database files a sale, it could send a message down to the mailing room. Ninety-nine times out of 100, it should be more convenient to use than the manual process it replaces

What does this mean for customers?

You might think that the effort a business puts into sending these communications doesn’t matter to customers, as long as they receive them. Yet, an automated communication process ensures that such messages are sent in a timely and, more importantly, accurate fashion. Human error is not something which needs to be considered as deeply.

This is a bigger deal than you might think too. Research suggests that financial communications from businesses are opened more than 90 percent of the time and read through somewhat thoroughly most of the time. An inaccurate statement can spook customers no matter how obvious the mistake is. Such errors put more strain on a customer service department and can damage a business’s reputation.

Automated communications require less manpower, which means fewer wages spent on menial tasks. It helps guarantee the frequency and accuracy of communications. In a nutshell, it can make any business owner’s quite a bit easier. For those who how still using manual communications for standard business processes, it certainly could be something to think about.

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