By now, we all know that customer experience (CX) is a major business differentiator. Businesses that focus on the customer can gain a competitive advantage, particularly in crowded markets. But did you know that 90% of people in the US use their smartphones for banking, checking statements and balances, and making payments? Now that everyone is using their mobile devices instead of computers, companies need to adapt their communication strategies to meet this shift. This isn’t just about having a mobile-friendly website – it’s about creating a seamless experience across all touchpoints, including customer communication documents such as explanation of benefits (EOBs), account statements, and notices that are traditionally formatted to PDF.
Consumers want seamless, consistent mobile experiences. Across channels and devices, users expect marketing and transactional communications to be simple, intuitive, and easy to navigate. For businesses, this means constructing and delivering customer communications in an adaptive format that is responsive and can be adjusted based on the device that is being used. This consistency is key to building trust and loyalty with your customers. When customer communications are clunky or hard to read on a smartphone or tablet, it reflects poorly on the brand and can lead to frustration and abandonment.
The idea behind responsive design is simple. You want to make sure that content displays perfectly regardless of where users view it. So, whether someone uses a computer, tablet, or mobile phone, they get the same experience from your business.
When a style sheet using responsive HTML5 is used, the content automatically resizes. Depending on the device used, the site will hide, shrink, or enlarge to make it look good on all devices. This means users don’t have to “pinch and spread” the display. And while this has become the norm on modern web sites, businesses are still missing something.
The idea behind responsive HTML design for transactional customer communication documents is simple: you want to make sure that content displays perfectly regardless of where users view it. So, whether someone uses a computer, tablet, or mobile phone, they get the same experience from your business. When a style sheet using responsive HTML5 is used, the content automatically resizes. Depending on the device used, the site will hide, shrink, or enlarge to make it look good on all devices. This means users don’t have to “pinch and spread” the display. It provides a much more user-friendly experience. Companies like Amazon and Apple have set the bar high for responsive design and mobile usability. Consumers now expect this level of mobile usability everywhere, including their digital account statements, EOBs, and all other digital customer communication.
Do you have a customer service portal or mobile app? Does your business provide bills, invoices, statements, etc., to clients? If yes, chances are good that you deliver those files as PDFs. Meaning they are static and fixed in their format and presentation. When customers must open these files on a mobile device, they’re back to super-small, hard-to-read, PDF documents that force them to “pinch and spread,” which leads to frustration and failure. All the effort to make your mobile app, customer portal, or website responsive is wasted. This inconsistency can be painful for your customers and lead to poor and painful experiences. It’s like having a sleek, modern highway that suddenly turns into a bumpy dirt road – it slows you down, which is aggravating; you want to leave and never return.
By converting your PDFs to responsive HTML documents, you can create a better customer experience. And even better, it’s a simple conversion process to do so. With a solution like Go Mobile, you can convert any transactional customer communication document (bills, invoices, explanations of benefits, statements, etc.,) into responsive HTML documents, without changing the original or the creation process. This means that you can convert all of your PDF documents to responsive HTML instead of redesigning them. This will ensure a positive customer experience without a major overhaul of your systems, operations, or budgets.
Let’s look at a few examples of how different industries can benefit from responsive customer communication documents:
Now that we use our mobile devices for our daily interactions and communications, businesses need to keep up. By adopting the conversion of their PDF customer communication documents to responsive HTML, companies can provide the seamless, user-friendly experiences that customers demand. Don’t let static PDFs hold you back – make the switch to convert PDFs to responsive customer communication documents and take your communications to the next level. Your customers will thank you, and so will your bottom line. In today’s competitive market, those that adapt will thrive, and those that don’t will get left behind. Mobile is here to stay, and responsive HTML documents are key to staying ahead of the curve.
As we continue to innovate in document language translation, we are also providing a new, powerful option for our clients: bilingual PDFs.
Crawford Technologies is an award-winning, global provider of software solutions and services that help enterprises optimize and improve the secure and accessible delivery, storage and presentment of their customer communications.
