1. Choosing a Customer Communication Management Platform: 7
Factors to Consider
"Do I need to modernize my customer communication management platform?"
This is a pertinent question today, especially with changing demographics and
digital local consumers who expect businesses to interact with them across all
channels. So, if you still rely on your old customer communication
management system, now is the time to digitize it.
Benefits of Modernizing Your Customer Communication Management
Platform:
Providing a 360-degree view of the consumer communication life cycle
By tracking the delivery of communications across different channels, an ideal
CCM platform gives you a comprehensive view of customer interactions
through reports and dashboards. It helps you understand how your customer
interacts with your communications, which allows you to design personalized
promotional offers, improve cross-sell and up-sell opportunities, and you Helps
to increase revenue.

2. Providing Omni Channel experience
Pursuing customer centralization is a foolproof way to stay ahead of the
competition. And for that, you need to ensure a flowing experience for users on
all channels. Even if a user changes the communication channel during the
transaction, you should still be able to continue the process/conversation
without any problems. An ideal CCM platform provides consistency in the user

3. experience across all channels, such as phone calls, email, SMS, chat, or social
media.
Get to know your customers better
An ideal CCM helps your executives by consolidating past customer
interactions across different channels. You get to know your customers by their
names, and understand their preferences, and purchase history, which can help
improve customer interaction and lifetime value. CCM also helps provide
personalized communication by organizing variable data and information into
organized templates. Sending birthday and birthday e-cards can improve your
customer engagement.
Use of the latest technologies
An efficient CCM leverages advanced technology such as artificial intelligence,
machine learning, and digital sensing to track your customer interactions at
different touch points. This can help you prioritize automated routes and cases
based on your immediate, need, and resource skill set.
Flexible and wide template design
Ideal CCM platforms have built-in, easy-to-use, drag-and-drop tools, enabling
you to design communications components for consistency, compliance, and
standardization. Extensive template management capabilities facilitate
protection, collaboration, and content sharing.
Automatic communication generation
An ideal CCM can produce a variety of communications according to needs. It
can be in-between, on-demand communication, and interactive. Batch
generation enables large-scale structured, scheduled, and continuous
communication. On-Demand Generation provides real-time communications
with stimuli from enterprise business applications. Interactive generation adds a
human touch to communication by organizing variable data and content into
organized templates.

4. Creating documents faster
Minimal coding simplifies the document preparation process, reducing
processing time. An efficient CCM platform also helps reduce errors in
communication with controlled and authorized editing rights.