e ehs - kofax...seamless interaction across all of their communication channels – including postal...

• Create Business Value

• Improve Customer

Experience

• Drive Revenue Growth

• Reduce Operating Costs

CUSTOMER

ENGAGEMENT

for

TRAILBLAZERS

A quick guide for those

on the front lines of business!

MAIL

PORTALSMOBILE

EMAILS

CUSTOMER SERVICEREPRESENTATIVE

CUSTOMER

What is Customer Engagement? What is Customer Engagement?

CUSTOMER ENGAGEMENT for Trailblazers

Customer Engagement means exceeding your customer’s expectations by providing seamless interaction across all of their communication channels – including postal mail, email, mobile and more – no matter the service.

Every organization interacts with a new customer for the first time, and this interaction is critical for building loyalty. If customers have a poor initial experience, it’s easy to lose them for good.

Why Does the Initial Customer Engagement Matter?Why Does the Initial Customer Engagement Matter?


Authorization and customer acceptance with e-signature

Customer receives personalized communication with additional offers

Initial engagement

Acceptance

Customer submits additional requested documents

Customer is notified of status changes

Customer communication

Offer to Client

Acceptance

Additional Offers

Secure e-Signature

Trailing Docs/Info

Approved Loan

Customer CommunicationA customer engagement occurs at every touchpoint of a business process.

Where & When Is Customer Engagement Used? Where & When Is Customer Engagement Used?


Customer Engagement Creates Business Value

What Can Customer Engagement Do for Me? What Can Customer Engagement Do for Me?


HOW

Efficiency of Connected Systems is Maximized

Customers benefit from quick access to consistent information, regardless of their channel of engagement. Companies benefit by maximizing touchless processing, shortening transactions and boosting customer loyalty.

Customer Engagement Creates Business Value


WHEN & WHERECustomer Engagement Creates Business Value

ExampleInstead of using separate processes and solutions to interact with customers, fluid customer engagement can efficiently leverage a single process and interact with customers across many channels.


What Can Customer Engagement Do for Me?What Can Customer Engagement Do for Me?

Customer Engagement Improves the Customer Experience


HOWCustomer Engagement Improves

the Customer Experience

Multi-Channel Access

Customers are able to access and interact with businesses using their preferred device and without having to re-key information.


WHEN & WHERE

Example An individual opens a new bank account from her desk. When the bank requests additional documents, she doesn’t have to wait until she’s back at her desk. She can capture the image and send it from her mobile device and the process remains secure.

Customer Engagement Improves the Customer Experience


Customer Engagement Drives Revenue Growth



HOW

Frictionless Interactions

Quick and easy interactions with a company’s systems of engagement improve the company’s reputation, helping to retain existing customers and attract new ones.



WHEN & WHERE

Example A customer gets a mobile notification that he’s approved for a loan. In just a few taps on his mobile device, he’s able to provide the necessary information and submit his offer acceptance, keeping the account opening – and his day – moving along.



Customer Engagement Reduces Operating Cost



HOWCustomer Engagement Reduces Operating Costs

Streamlines Labor-Intensive Processes

Modern customer engagement maximizes automated processing and improves efficiency, reducing the cost-per-transaction.


WHEN & WHERECustomer Engagement Reduces Operating Costs

ExampleManual processes are transformed and many become touchless. Worker intervention is purposeful and efficient, lowering operating costs and helping to better utilize resources.


What Can Customer Engagement Do for Me?What Can Customer Engagement Do for Me?

Customer Engagement significantly improves the customer experience with access to – and interaction with – information across all of a customer’s preferred channels.


Now go blaze some trails...


Lexmark solutions improve

customer engagement

To learn

more about how

visit

lexmark.com/software-solutions

e ehs - kofax...seamless interaction across all of their communication channels – including postal...

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