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Customer Communications Blog

Communications

Everything you need to know about customer communications and customer experience!

Mike Lui

Blog Feature

Interactive | Digital Transformation

Meet Customers Where They Are With Real-Time Communication

By: Mike Lui
May 16th, 2022

The past two years have marked an unprecedented acceleration into the digital era. While the transformation into a digital era has been coming and expected for decades, this specific acceleration was a direct result of the impact of the COVID-19 pandemic. With most businesses shifting to a digital and remote operation model nearly overnight, and many other workers leaving their employees to pursue their own ventures, the economy was launched into a digital space in the blink of an eye. Communication has always been a fundamental aspect of building customer relationships. However, in the past, there has nearly always been an aspect of face-to-face communication between businesses and their customers. In a digital economy, this is hardly the case. Yet, even without any face-to-face interactions, communication remains a top priority for both businesses and customers. This is why finding solutions for digital communications, real-time communication, is so vital. 

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Blog Feature

Automation | Document Automation

Saving Time With Document Automation Software

By: Mike Lui
May 2nd, 2022

They say consistency is key to many things in life. From exercise and diet, to meditation, to the mastery of any practice, really. This same principle is reflected in what’s known as the 10,000 hours rule. The 10,000 hours rule essentially states that the mastery of any difficult task, like playing an instrument, requires 10,000 hours of intense and intentional practice. The path to logging those 10,000 hours is paved by consistency. The more consistent one is with their practice habits, the more swiftly they can reach hour 10,000. This isn’t the only application of consistency though. Consistency also has a major role in building and operating a business. Specifically, when it comes to customer communications, consistency is absolutely vital. There are many reasons why consistency across business communications is important, especially the larger the business grows, which is where document automation software truly shines. 

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Research conducted by Forrester on the value of combining CCM and digital experience.

Blog Feature

Customer Experience | Content Management

Adding Customer Generated Content In Your Communication Strategy

By: Mike Lui
April 18th, 2022

What Is User-Generated Content?

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Blog Feature

News | INTOUCH

Western Provident Association Deploys INTOUCH to Optimize Customer Communications

By: Mike Lui
April 13th, 2022

 Rockville, MD, USA. -- Western Provident Association (WPA), a leading not-for-profit health insurance company and Top Down Systems Corporation (Topdown), a best-of-breed Customer Communication Management, CCM, software company announced today that they will deploy the Topdown INTOUCH solution across WPA’s customer communications operations to improve customer experience, increase productivity, and reduce costs.

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Blog Feature

Customer Communications

How to Create an Effective Customer Communication Strategy

By: Mike Lui
April 4th, 2022

Communication is undeniably vital to society. Throughout all history in all regions of the world, no matter how remote, some form of communication emerged. This can be attributed to a multitude of reasons, but one thing remains true - communication is integral to survival. Today, communication has, of course, evolved and shifted and has many forms. It’s important for businesses to recognize the roots of language and communication in order to best serve the communities in which they operate. Not only will this understanding lead to better service provided, but it will also create stronger and deeper connections with the customer base. This is where it becomes not only socially prevalent, but actually advantageous to think about customer communication strategy as the bridge between business and consumer. 

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Blog Feature

Customer | Customer Experience | Customer Journey

Streamline Customer Engagement Through Omni-channel Communications

By: Mike Lui
March 21st, 2022

Over the past decade the importance of the customer perception of a brand has increased dramatically. This is in correlation with the rise and spread of the internet, as well as smart technology in general. Regardless though, customers are priceless to any organization. As such, one focal point in modern business operations is building and driving customer engagement. Customer engagement comes in many shapes and forms, but it’s official definition is, “an interaction between an external customer/consumer and an organization through various online or offline channels.” In other words, customer engagement encourages on-going conversation, multiple points of access, and multi-channel communications. 

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