Distinguishing yourself from the rest and being a renowned business are clear signs of success. However, this can be challenging when business differentiation is highly reliant on potential clients and their overall perception of the organisation, which in the end comes down to customer satisfaction.
According to a survey conducted by Zendesk, 87% of consumers think that brands must make more of an effort to provide a seamless experience. As such, organisations are realising that they cannot just rely on selling a mere product or a service – they must market an experience.
An undeniable common pain that customers often encounter is long waiting times. In today’s fast-paced world, clients expect swift solutions and quick answers to their inquiries and problems, and businesses must act to increase customer satisfaction.
Forward-thinking businesses are harnessing the benefits of content management to achieve higher customer satisfaction levels. Content Services solutions, which are aimed at digitising the work environment and workflows, can provide the tools required to streamline processes, as well as boost productivity and security in order to provide an overall better customer experience.
Strong business relationships
When an enquiry from a customer is received, the first step to solving it is knowing who the customer is. It can be time-consuming for an employee to look for all the needed information for the case at hand. As a result, the customer can become aggravated by long waiting times and an employee’s inability to find the correct information to provide a quick solution. One of the benefits of content management is that it centralises client content and makes it readily accessible.
By digitising data with a content management solution and using the technology to structure the mountains of information, such issues can be easily avoided. For instance, content management tools can do a lot more than just digitise information for more effective file storage. In addition to making it possible to find customer records in a matter of seconds, Content Services solutions allow a business to provide personalised customer service specifically tailored to their needs.
Additionally, information management enables businesses to track who has modified data and when, which makes it easier than ever to solve cases involving a discrepancy or a formal complaint. In the end, the distance between the customer and the business is made closer as the possibility of creating a stronger relationship with the customer is born through Content Services.
Swift and sophisticated
By offering solutions that enable easy and efficient organisation of documents and data, employees that work directly with clients will spend less time looking for information related to an enquiry and focus more on providing excellent service. Furthermore, this will ensure that queries are accurately resolved at a much faster pace, thus enhancing the user experience.
Therefore, it is without a doubt that a content management solution can influence the way customers perceive a brand. Everything a business deals with – whether it be emails, invoices, media or anything in between – is content, and it can all be streamlined to automate processes and contribute further efficiency to business operations with systems such as Enterprise Content Management.
Ultimately, this kind of solution will lead to the instant secure exchange of documents and information, making processes easier for employees and customers alike, and adding sophistication to the company.
Security as a priority
Another one of the primary benefits of content management is that it provides customers with peace of mind that your business is using modern technology to protect their sensitive information. Customers are increasingly more concerned with how their personal data is used and, therefore, expect companies to handle it in the safest way possible.
A 2018 survey of 220 Australian CEOs found that cybersecurity and data privacy were in the top ten concerns for companies, demonstrating the importance of finding secure data storage solutions. Enterprises can protect their customers’ data by implementing the security features embedded in content management solutions, such as strict access control, auditing and tracking of access to information, as well as regular back-ups and version control of valuable data that can be easily restored if the data is compromised.
This is how Content Services can help streamline and optimise manual processes and workflows, resulting in significant benefits for the company, employees, and above all, customers. By leveraging content management, companies have a unique opportunity to further digitise their business and provide a more efficient and personalised customer experience, while strengthening brand perception and building stronger relationships.
Businesses are handling more documents and data than ever before, and many are struggling to keep up. The answer to this challenge lies in using modern technologies such as Content Services to drive business efficiency and growth. Download the ebook today to learn more.