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Customer Communications Blog

Communications

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

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Automation | Interactive | Customer Communications | Technology | Document Automation

Document Automation Without AI

By: John Zimmerer
January 13th, 2020

A number of industries have been using document automation for decades as a way of streamlining the creation of their electronic communications. Insurance agencies, financial services, and legal firms automate the creation of contracts, policies, and customer correspondence among other things.

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CLIENT LETTER | Interactive | Customer Communications

Claus Global Adopts CLIENT LETTER® for Customer Communications

By: John Zimmerer
December 22nd, 2014

For immediate release North Pole – Claus Global Enterprises, the beloved worldwide seasonal package delivery service headed by founder and CEO Kris Kringle, has announced its plan to adopt CLIENT LETTER document output for customer communications management (DOCCM) software from Topdown to enhance its customer engagement capabilities. According to Jingle Belle, Director of Elf Operations, “Every year, our volume of correspondence increases seemingly exponentially. As an organization that serves literally the entire planet, we’ve never been able to keep up with our correspondence the way we’d like. But now the children of the world are able to contact us through so many different channels, and they expect personalized responses and a great customer experience from us. We realized we need a customer communications management solution.”

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

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CLIENT LETTER | Interactive | Customer Communications

Why Consistency in Customer Communications Can Make or Break You

By: John Zimmerer
September 15th, 2014

Can you imagine trying to manage 500 different customer communication templates in Microsoft Word? How about thousands? Across multiple lines of business, departments or workgroups? What if those templates lived on shared drives from which any employee could download and revise them … and multiple versions of the same templates were stored on local drives … and you couldn’t review or track anything before it was sent?

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CLIENT LETTER | Interactive | Customer Communications

Your Customer Communications System Doesn’t Have Quality Assurance?

By: John Zimmerer
June 2nd, 2014

Here’s the thing about complex, highly personalized customer communications. You can, with the right correspondence solution, develop standardized templates, lock in core text, set up easy-to-follow content prompts and automate attachment selections. But at some point in the process a human being will likely need to add free-form information to a document.  And that human being may be disgruntled.

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CLIENT LETTER | Correspondence | Interactive | Technology

The Incredible Way Add-Ins Can Streamline Your DOCCM Workflow

By: John Zimmerer
May 30th, 2014

Imagine you’re tasked with getting a week’s worth of water from a well. Take a small bucket and you’ll get some of the water you need but have to go back again multiple times. Take a large bucket and you’ll get it all in one fell swoop and call the job done.

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CLIENT LETTER | Interactive | Customer Communications

It’s a Tablet World: Your Customer Communications Need to Live in It

By: John Zimmerer
May 19th, 2014

Tablet PCs are shaping customers’ growing “give me what I want the moment I pull out my mobile device” expectations. Forrester Research refers to it as “the mobile mind shift.” Over 40 percent of Americans own tablets, according to the Pew Research Internet Project. For many tablet users, exceptional communication from companies is less of a request and more of a demand.

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