Customer Communication Management (CCM) acts as a centralized hub that helps in designing, managing and delivering a variety of customer communications, including invoices, contracts, and customer correspondence. The need to seamlessly connect and engage with customers is a top priority for discerning enterprises, and hence they commonly use CCM document generation platform to improve the customer experience.
After customer communications management software is deployed, stakeholders would be able to effectively manage and automate customer communications in virtually every medium, including the web, email, SMS, and instant messaging. Today there are many CCM document platforms available. To select the right one among them, based on your business needs and concerns, it is vital to focus on the following factors:
UX and UI: CCM platforms can be complex. Hence, the employees using such platforms must have a few key technical skills and capabilities. To make things easier for them, it is important to invest in a platform would a good user experience (UX) and user interface (UI). The UX, for example, should be fully optimized for multiple use cases, enabling the platform users to complete their tasks efficiently and quickly.
Template and content management: Good CCM software must allow for the easy creation, editing, and management of templates for various communication types like invoices, statements, and newsletters. They must also facilitate dynamic content personalization and localization.
Compliance and security features: Due to the use of CCM in document digital communication, it often has to deal with a range of sensitive customer data. Hence, the CMM platform should be completely secure and resilient to hacking attempts and attacks. It should have robust security features, like access controls, data backups, and high-quality encryptions. Many CCM software even allow for the creation of password protected documents, so that confidential information can be accessed by intended audience only. These safety features are especially important for financial institutions like banks and insurance companies.
Personalization and segmentation: Robust CCM software plays a significant role in empowering businesses to personalize communications based on customer data. It must support dynamic content insertion, enabling tailored messages, offers, and recommendations. Segmentation features allow targeting specific customer groups with relevant content.
Workflow automation: Automation streamlines communication processes. CCM software supports workflow automation to trigger communications based on predefined events or actions, thereby lowering the instances of manual intervention and ensuring timely delivery of messages.
Focusing on the features discussed above can help you to find the right CCM platform for your business.