November 18, 2022

Is All of Your Customer Content Responsive?

Harvey Gross | VP, Product Strategy
Man uses mobile device to bank and pay online.

By now, we all know that customer experience (CX) is a major business differentiator. Particularly in crowded markets, businesses that focus on the customer can gain an advantage. But did you know that 90% of people in the US use their smartphones for banking, checking statements and balances, and making payments? So, as more and more customers move to using mobile devices in place of computers, companies need to adapt.

Customer communication needs to be easy

Consumers want seamless, consistent experiences. Across channels and devices, users want marketing and transactional communications to be simple. For businesses, that means constructing and delivering communications in an adaptive format. One that is responsive and able to adjust based on the device your customer is using.

How does responsive design help customers?

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.

You’re missing the mark on documents

Do you have a customer service portal? 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. And when customers have to open these files on a mobile device, they’re back to the annoying “pinch and spread,” that your responsive website worked so hard to eliminate.

HTML5 is the way forward

By transitioning your PDFs to HTML5 responsive documents, you ensure a better experience for your customers. And even better, it’s a simple transform process to do so. With a solution like GoMobile, you can transform any transaction document (bills, invoices, explanations of benefits, statements, etc.) into responsive HTML5. All without changing the original document creation process.