Learn why digital-first communication is a must, and how CPaaS makes the shift easy.
In a world inundated with options, businesses vie for customer attention and loyalty. Every interaction with a customer is an opportunity to create meaningful, engaging experiences and prevent them from going to a competitor. This means that customer experiences (CX) must be relevant, consistent, and connected. Despite these evolving dynamics many organizations continue to generate millions of printed letters and documents annually as their primary means of communicating with customers.
In this blog, we’ll examine consumer preferences today, the benefits of going paperless, and how a CPaaS solution like Webex Connect can help you get there – in more ways than one.
With the rise of mobile technology, social media, and messaging platforms, customers have become more connected and accustomed to instant gratification. They don’t just prefer digital interactions; they expect to connect with a business via a digital channel first and be able to move between different channels with ease for a truly cohesive experience.
With 57% of customers stating they will change brands if they think another company will offer better CX, businesses must meet expectations by facilitating easy, efficient communication across various channels. But many organizations still have considerable ground to cover on their path to becoming digital enterprises.
In today’s fast-paced and ever-evolving world, companies are continually seeking ways to streamline their operations, enhance productivity and improve their results. Paperless communications can bring about a multitude of benefits, from cost savings to improved efficiency, and monitoring.
Traditional paper communications tend to be unreliable. The deluge of junk mail today often results in essential information sent via post getting misplaced or overlooked. The absence of tracking mechanisms further compounds the issue, leaving businesses in the dark about whether customers have received the information. This lack of visibility not only consumes valuable time and resources but also hampers effective communication. Conversely, digital channels offer a rapid and efficient alternative. With just a simple click or tap, customers can seamlessly reschedule appointments, execute payments, or seek information about products. The ability to automate digital communications enables staff to redirect their efforts to more critical tasks too. Of course, one of the major advantages of investing in digital channels over and above the obvious advantages around customer engagement – is that businesses can track message delivery and engagement and get insight into consumer preferences to offer greater personalization.
The environmental impact of paper is also significant – a year’s worth of postal mail can add 136kg of emissions to your carbon footprint. To put that into perspective, that’s the equivalent of driving 200 miles in a car. Paper communications are also susceptible to interception, alteration, and they lack built-in authentication features, leaving your customers exposed. You might think digital interactions are more vulnerable given the frequent news of cybersecurity breaches, but the right communications platform offers superior protection against phishing and fraud while also providing total visibility.
It’s important to note that a digital-first approach does not preclude print as one potential delivery channel in certain cases. Instead, it means creating a flexible environment that allows you to optimize for as many effective and reliable channels as possible.
So how do you get started interacting with customers through digital channels? Webex Connect, our easy-to-use Cloud Communications Platform as a Service (CPaaS) solution, bridges the gap between digital communication channels and enterprise systems serving as your all-in-one, centralized communications hub. Aside from being able to automate and enhance interactions across multiple channels, Webex Connect provides capabilities to combat fraud and facilitate secure communications, from traditional techniques to tackling newer threats. This includes verifying customer identities via one-time passwords (OTP) and two-factor authentication, automating two-way fraud alerts, and establishing verified channels such as branded-text, RCS, and WhatsApp. And, with its flexible integration framework, the platform seamlessly merges with your existing business systems, enabling a smooth transition to digital communications. Coupled with end-to-end visibility, you gain complete control and insight over your communications. Webex Connect makes it easy to start offering engaging and reliable customer experiences.
With expertise in discovery, execution, and ROI realization, Cisco and Webex ensure the transformation away from paper is deliberate and controlled. In-house Solution Architects aren’t just familiar with complex and fragmented eco-systems they support your teams to ensure the solution meets today and tomorrow’s business challenges.
Take this example where we were able to help one of our UK healthcare customers reduce their postal costs by 57%. Previously reliant on postal mail for conveying patient appointment details, the hospital faced challenges with lost or delayed mail, leading to 48% of patients missing appointments. With Webex Connect, the hospital was able to deploy appointment information via digital channels. This has not only allowed for instant and trackable communication, but patients are now able to simply tap a button with responses reported back to the hospital in real-time. And with Connect, the hospital’s digital content can be converted into over 100 languages with tools to support patients with visual impairments. In just five short months after launching the patient portal, did not answer rates (DNA’s) dropped to 4.1% – one of the lowest in the country.
Similarly, by adopting Webex Connect and transitioning to a paper-free approach, a leading UK bank significantly cut costs, minimized waste, and reduced the risk of fraud. Through a blend of automated notifications, engaging video via Rich Communication Services (RCS), and branded messaging experiences via Apple Messages for Business the bank saw a 20% positive immediate response rate, with text messages proving particularly effective ¬– as well as substantial cost savings of 70p per statement, equating to £600,000 in annual savings.
To learn more about Webex Connect, get in touch with on our experts today.
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