Companies update their websites, incorporate chatbots, develop mobile apps and maybe even dabble in AI. But they may be missing an obvious (and less expensive) way to improve the customer experience (CX).

Transactional documents are those necessary, yet often overlooked, elements of your business–such as bills, statements, and claim forms. They may seem mundane, but these unassuming documents hold a power often underestimated by most businesses.

Transactional documents are frequently the most consistent touchpoint businesses have with their customers, which makes them highly influential in how customers perceive your organization. Every time a customer opens that envelope or email, it’s an opportunity for you to make a positive – or negative – impression.

This article will highlight the untapped potential of these documents, urging you to see them not as mere business necessities but as invaluable tools for boosting CX. Before you allocate more budget dollars for another fancy CX tool, consider how you might tap into the underrated value of your transactional documents.

Instead of viewing these documents as a cost to be trimmed, view them as a unique CX tool. This shift in thinking can transform a routine interaction into a customer loyalty building moment.

Transactional Documents: From Necessity to Opportunity

Companies often see transactional documents as a necessary evil – a cost of doing business. But what if we told you that these documents could be your secret weapon in improving the customer experience?

After the sales process is complete and individuals become customers, transactional documents like bills and statements are usually the only regular communication businesses have with their customers. They are a perfect vehicle for delivering personalized messages, promoting services, or even educating customers about new offerings or changes in policy. With a little thought and the right document composition software, you can use transactional documents to do more than just prompt a customer to pay you.

The beauty of these consistent and expected communications is that you have full control over the documents. Other common CX improvement methods rely on customers to initiate the action by visiting your website or engaging in a conversation via chat. Consumers can block online ads and your social media posts are buried in overactive news feeds. In contrast, consumers read their transactional documents 90% of the time.

With transactional documents, you decide what they say, how they look, when they are sent, and what message they convey. This gives you enormous power to influence the customer experience.

By turning transactional documents into a tool for improving customer experience, you’re not just saving costs; you’re also creating value. And in today’s competitive business landscape, creating value is the name of the game.

How to Leverage Transactional Documents for a Better Customer Experience

Transactional documents are not the most exciting part of doing business. Responsibility for making sure these customer communications get produced and distributed often falls under the jurisdiction of IT, which has lots of higher-priority projects that demand their attention. The marketing department is also often not involved in bill and statement production, spending most of their time on other things.

But the steady, expected transactional documents are ripe for leveraging the rich customer relationship data that most organizations capture in their CRM databases and other data repositories throughout the enterprise. With software like Quickcoms, companies can make adjustments to critical customer communications that make a big difference in customer perception. Here are a few ways companies can take advantage of their transactional documents.

• Personalization is the key. No one likes to feel like just another number. Personalizing transactional documents with relevant details can make customers feel valued and seen. Use customer data to make your documents more than just a bill. Make these documents personal by including information relevant to each customer’s specific situation. Statements can thank a customer for their loyalty, suggest products based on their usage, demographic profile, or past purchases, or offer rewards for prompt payments.

• Keep it simple and clear. Nothing frustrates customers more than a confusing document. Make sure your design is clean, your wording is understandable, and vital information is easy to find. Poorly designed documents can be a negative factor affecting customer satisfaction.

• Promote your services: Use transactional documents to cross-sell or upsell your services. Include promotional messages or special offers that are relevant to the customer’s needs or interests. Avoid generic messages when you can.

• Use it as a channel for communication. Transactional documents can be a great way to share news, updates, or special offers with your customers. Inform them about important changes in policy, new products or services, or tips for using your product more effectively.

• Ask for feedback. Include a request for feedback or link to a survey. These documents can provide valuable insights into how your business can improve.

Your transactional documents can work harder for your business and your customers. With CX, every interaction counts!

Revolutionize Your Customer Approach

It’s time to re-evaluate your approach to transactional documents. They are customer retention tools, marketing channels, and brand-building connections. Are you treating them as an expense or as an opportunity? Are you using them to their full potential to improve the customer experience?

With a shift in perspective and a touch of creativity, transactional documents can become a secret weapon in the battle for customer loyalty. Don’t miss this chance to enhance your CX strategy. It could be your best decision yet.