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Communications

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

Blog Feature

Digital Experience | Digital Transformation

Integrating INTOUCH CCM Into Your Composable DXP

By: Mike Lui
June 6th, 2022

The intersection of business and technology is an ever-evolving, constantly changing one. This makes it both fascinating, and extremely fast-paced. While the limits of business-tech are really just being tested, there are often new innovations emerging from the sea each and every year. The ability to experiment, test, and try again are invaluable in creating optimized paths forward. This often means that old systems and accepted best practices are challenged to see if there isn’t a better option or solution. While in some instances the new innovation is clearly the better way forward, this isn’t always the case. Many other times, whether one way is better than the other is a debate that presses on for years to follow. This could very well be the case when it comes to composable DXPs. 

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Blog Feature

Communicate With Document Generation Software

By: Mike Lui
May 31st, 2022

Businesses have always needed to communicate with customers. This should be relatively intuitive, as communication is the focal point of any relationship. No matter how basic or complicated - communication plays an integral role in the formation and continual development of any relationship. Through history, communication is an evolving concept. By default then, business communications have also evolved and changed forms many times over the years. Before the birth of the internet, or further yet, the birth of television - the main forms of communication between businesses and consumers included: in person, print, and telephoning. This meant that your options as a business owner or operator were fairly restricted in terms of reaching consumers. The telephone certainly brought with it new avenues of marketing. For instance, businesses took to practices like telemarketing and cold-calling fairly quickly. Even to the extent of utilizing novice automated calling softwares. Through technological development, however, eventually television ads became the rave, followed by the birth of the internet which essentially re-wrote the entire book on business, and led to additional technological advancement, specifically in the way of customer communications including document generation software, and CCM integration.

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

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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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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