BENEVOLENCE TECHNOLOGIES is the right choice, and if you could realize its potential to withstand all costs? Talk to us about how we have partnered with other payer members to improve and enhance their communication.

1. Automated Customer Communications Management in Digital Era
What is Customer Communication Management?
Customer Communication Management is a type of business strategy that
focuses on controlling and managing customer communications across a variety
of channels. This strategy is used to improve the creation, delivery, storage, and
retrieval of outbound customer communications.
Why Do You Need CCM?
With proper customer communication management, you can establish a
standardized approach to how you and your employees will treat customers and
a coordinated brand voice.
This creates a unified brand experience that employees can consistently refer to
and use everyone in your company can be always on the same page. It provides
guidelines for new employees on how to communicate and maintain the same
quality of messaging.

2. Types of communication with customers
Experts often classify customer communications into three broad categories:
1. Structured documents, or "batch" documents: This is the type of communication
that you send to all or most of your customers regularly. Structured/batch
documents can include financial statements and invoices. Your organization likely
sends this type of document most frequently and rarely needs to change it.
2. On-Demand Documents: Companies create these types of documents for
specific reasons and send them to specific customers. These documents may
include proposals, special offers, or promotions.
3. Interactive documents: These documents are interactions that may occur
between your organization and a specific customer. This type of communication
requires much more personalization. Interactive documents may include
negotiated contracts and responses to bills and specific complaints.
The following list contains most of the reasons why organizations should
communicate with customers or potential customers.
• information about the customer's account;
• information about new products or services;
• Information tailored to customer concerns and needs
• Legal information the company wants (or must) tell its customers
Automated Customer Communications
Automated customer communications are messages (usually emails) that are
automatically sent by a company's communication system based on customer
characteristics or customer requests. A major goal of CCM is to use automated
customer communications as often as possible.
Automated customer communications also include website chatbots and virtual
assistants who can answer questions by phone or text.
When sending automated messages, your organization's system must be able to
send personalized messages as needed. Below are some examples of personalized
and automated customer communications.

3. • Promotional messages that customers receive immediately after their first
purchase
• Promotional messages (with or without incentives) that customers receive if they
haven't ordered or purchased from your organization for some time.
• Promotional messages that offer new discounts to customers who make multiple
purchases over some time.
As mentioned earlier, chatbots and virtual assistants can also be an efficient and
effective way to support customers. However, organizations should proceed with
caution when using these automation tools. Customers and clients want an easy
way to quickly contact their service representatives when they don't get an
answer.
Still, automation technology has significant benefits. Improve customer service by
facilitating and accelerating the process of responding to customer requests and
questions.
Most Common Customer Communication Channels
Communication with customers takes place through various modes and channels.
Organizations commonly use multiple methods to communicate with their
customers. Your organization's customer communications management should
consider how a particular customer would like to receive their communications.
The most common modes and channels of customer communication are:
• A chatbot on her website the company
• Email
• Live chat on the company's website (with a customer service representative)
• Mobile phone Short Message Service (SMS) text
• Telephone
• Printed documents. It is normally sent by regular mail.
• Social media
• Web pages (including links to interactive documents and information)

4. Alternative ways of communicating with customers
In some cases, it may make sense to communicate with customers in other ways,
especially if the customer prefers a particular channel. Alternatives include Skype,
Zoom, or similar technologies. (Note: Clients in industries such as healthcare and
academia may still be using largely outdated technologies such as faxes. In such
cases, email-to-fax You can use your current communication technology, such as
sending
Enhancing customer communication management with Bentech
Empower your employees to exceed expectations and adapt to changing needs
with a flexible platform designed for your team's needs.
The Bentech platform makes it easy to plan, capture, manage, and report on work
from anywhere so your team can be more efficient and get more done. Report on
key metrics and gain real-time visibility into work progress with roll-up reports,
dashboards, and automated workflows built to keep your team connected and
informed.
BENEVOLENCE TECHNOLOGIES is the right choice, and if you
could realize its potential to withstand all costs? Talk to us about
how we have partnered with other payer members to improve
and enhance their communication.