A new wave of digital transformation is emerging as customer communications management (CCM) continues to evolve. Modern CCM is expanding to include capabilities such as journey mapping, intelligent forms, and e-signatures, supporting the broader category of customer experience management (CXM).
While forms and data collection are essential on their own, they are also a crucial part of the customer lifecycle. Efficient data collection and customer communication are vital to delivering exceptional customer experiences and optimizing business operations. While CCM focuses on creating and delivering personalized, data-driven communications, CXM covers all brand-consumer interactions, emphasizing customer engagement, satisfaction, and experience. Integrating intelligent forms with customer communications can significantly speed up digital transformation from months or years to just days or weeks.
In this article, we'll explore the qualitative and quantitative benefits of this approach while reserving a more detailed exploration of the needs and benefits associated with forms automation and customer communication management for a future post.
Here are the three top benefits of integrating intelligent forms and CCM:
1. Accelerate and improve customer experience transformation
Pairing intelligent online forms with a customer communication system lets clients quickly provide necessary information for various activities, from updating personal data to requesting services like a loan or credit card. Captured data feeds into an integrated ticketing system, enabling agents to approve incoming requests swiftly and promptly notify clients. This makes the collection and notification process highly efficient, sometimes occurring instantaneously when data validation doesn't require human intervention. This approach enhances the customer experience, reducing friction points and enabling self-service to avoid in-person meetings or the need to contact customer support.
2. Improve data quality and simplify data collection
Intelligent forms can pre-populate fields with customer data, guiding users through a responsive experience that only presents relevant questions. Real-time validation, integrated quality control, and direct feedback significantly reduce "Not In Good Order" (NIGO) rates from over 60% in manual collection via PDF forms to virtually 0%. This intelligent and contextual data collection ensures that only relevant information is gathered, further enhancing the customer experience.
3. Reduce operational costs
Integrating form automation with customer communications minimizes expensive contact center inquiries and reduces the need for extensive customer support. It reduces costs associated with physical visits to company premises and improves the handling of customer requests by both customer-facing and back-office staff. These streamlined processes lead to significant savings and increased efficiency.
Conclusion
Integrating an online form solution with a customer communication system offers numerous benefits, from fast data collection to seamless synchronization with internal systems. This integrated approach enhances operational efficiency, optimizes data processing, and delivers a superior customer experience. By adopting intelligent forms and modern CCM, businesses can stay ahead in the digital transformation journey.
Contact us to learn more about how combining intelligent forms with advanced customer communication solutions can accelerate your digital transformation.
