Transitioning your customers to digital documents

Moving to digital documents and communications can create endless benefits for your business and your customers. From improving your business efficiencies by transforming processes, to creating an enhanced customer experience. Once your business is onboard with the benefits, the next step is to start transitioning your customers.

Read on to discover the benefits that can help get your customers onboard and the customer journey they can take.

Customer benefits of digital documents

Enhanced customer experience

Your business can choose to digitally distribute documents via your own multichannel communication portal. This will create an enhanced customer experience, allowing customers to engage with your business with ease. Customers can log onto your portal and have the confidence of the speed, convenience and ease of access to their communications and documents.

Your customers will also benefit from additional functionalities. Using chatbots, FAQS and the ability to comment on a document, allows your customers to engage and self-serve easier than before. Customers find what they’re looking for and your business benefits from less inbound customer queries.

Utilising digital document distribution also allows your customers to choose their communication channel. From email, to SMS, to app to portal. Reach customers faster and let customers prioritise their choices.

Simpler customer journey

Via your own branded portal, customers can complete document actions in fewer steps. When customers receive physical documents they may need to search for additional documents to gather all the relevant information. They may also need to carry out a payment action.

Your multichannel communication portal provides the functionality for your customers to receive, open and view their documents via one customer journey. Plus, with integrated payment functionality, your business can add payment buttons for those communications and documents that require a transaction.

Customers can also search and filter for previously received documents without having to sift through piles of paperwork or emails. Customers have the information they need at their fingertips and the tools available to complete a document action in just a few clicks.

Communicating the transition to digital documents

Communicating your transition to digital documents can be an easy journey. All you need to do is communicate the following steps and reassure your customers that they can choose their communication channel of choice.

Those customers who embrace digital can opt to receive their documents by email, SMS, portal or app. And your more traditional customers can still receive physical communications by print and post.

Take a look at the steps below to discover what the transition to a digital customer journey looks like for your business and customers.