How Customer Engagement Improves Productivity and Service

Transcription

1 A quick guide for those on the front lines of business! Customer Engagement for TRAILBLAZERS Create Business Value Improve Customer Experience Drive Revenue Growth Reduce Operating Costs

2 What is Customer Engagement? What is Customer Engagement? CUSTOMER SERVICE REPRESENTATIVE Customer Engagement means exceeding your customer s expectations by providing seamless interaction across all of their communication channels including postal mail, , mobile and more no matter the service. MAIL CUSTOMER S MOBILE PORTALS

3 Why Does the Initial Customer Engagement Matter? Why Does the Initial Customer Engagement Matter? Every organization interacts with a new customer for the first time, and this interaction is critical for building loyalty. If customers have a poor initial experience, it s easy to lose them for good.

4 Where & When Is Customer Engagement Used? Where & When Is Customer Engagement Used? Offer Initial to engagement Client Acceptance Additional Customer Offers is notified of status changes Secure Customer e-signature submits additional requested documents Trailing Authorization Docs/Infoand customer acceptance with e-signature A customer engagement occurs at every touchpoint of a business process. Approved Customer Loan receives personalized communication with additional offers Customer Communication Customer communication

5 What Can Customer Engagement Do for Me? What Can Customer Engagement Do for Me? Customer Engagement Creates Business Value

6 HOW Customer Engagement Creates Business Value Efficiency of Connected Systems is Maximized Customers benefit from quick access to consistent information, regardless of their channel of engagement. Companies benefit by maximizing touchless processing, shortening transactions and boosting customer loyalty.

7 WHEN & WHERE Customer Engagement Creates Business Value Example Instead of using separate processes and solutions to interact with customers, fluid customer engagement can efficiently leverage a single process and interact with customers across many channels.

8 What Can Customer Engagement Do for Me? What Can Customer Engagement Do for Me? Customer Engagement Improves the Customer Experience

9 HOW Customer Engagement Improves the Customer Experience Multi-Channel Access Customers are able to access and interact with businesses using their preferred device and without having to re-key information.

10 WHEN & WHERE Customer Engagement Improves the Customer Experience Example An individual opens a new bank account from her desk. When the bank requests additional documents, she doesn t have to wait until she s back at her desk. She can capture the image and send it from her mobile device and the process remains secure.

11 What Can Customer Engagement Do for Me? What Can Customer Engagement Do for Me? Customer Engagement Drives Revenue Growth

12 HOW Customer Engagement Drives Revenue Growth Frictionless Interactions Quick and easy interactions with a company s systems of engagement improve the company s reputation, helping to retain existing customers and attract new ones.

13 WHEN & WHERE Customer Engagement Drives Revenue Growth Example A customer gets a mobile notification that he s approved for a loan. In just a few taps on his mobile device, he s able to provide the necessary information and submit his offer acceptance, keeping the account opening and his day moving along.

14 What Can Customer Engagement Do for Me? What Can Customer Engagement Do for Me? Customer Engagement Reduces Operating Costs

15 HOW Customer Engagement Reduces Operating Costs Streamlines Labor-Intensive Processes Modern customer engagement maximizes automated processing and improves efficiency, reducing the cost-per-transaction.

16 WHEN & WHERE Customer Engagement Reduces Operating Costs Example Manual processes are transformed and many become touchless. Worker intervention is purposeful and efficient, lowering operating costs and helping to better utilize resources.

17 What Can Customer Engagement Do for Me? What Can Customer Engagement Do for Me? Customer Engagement significantly improves the customer experience with access to and interaction with information across all of a customer s preferred channels.

18 Now go blaze some trails

19 To learn more about how Lexmark solutions improve customer engagement visit lexmark.com/software-solutions