January 8, 2020

Create an Exceptional Customer Experience – Go Mobile!

Harvey Gross | VP, Product Management
Printing Outputs Management default

Businesses that create exceptional customer experience (CX) can gain an advantage over their competitors.   They recognize that communications are critical to establishing and maintaining customer relationships and that personalizing the delivery of customer communications is essential to the success of their CX strategy.   Consumers expect a seamless, consistent experience across the various channels and devices used to interact with a marketing or transactional communication.   In the mobile-first world in which we work and live, businesses need to ensure that all customer communications are constructed and delivered in a mobile-ready format, that responds to the device being used.

As technology evolves and more and more consumers use mobile devices in lieu of standard PCs and laptops, the mobile device, whether it be a tablet or mobile phone, has for many become the method of choice for interacting with the companies and organizations that they do business with. And it's not just millennials. Using mobile phones for accessing information, doing research and paying bills has gone mainstream!

The mobile-ready, mobile-first web site has become “table stakes” for the modern, consumer-oriented web site. When viewed on a mobile device, whether a tablet or mobile phone, the web page recognizes the device and the content “flows” to conform to the size of the screen, thereby eliminating the need to “pinch and spread” the display. This facility has become the default and is expected for modern web sites and provides the superior customer experience anticipated. But, what about documents?

Customer service portals are used to provide bills, invoices, statements and related documents at consumers’ requests and are usually delivered as PDF files that are static and fixed in format and presentation. This results in the frustrating and unsatisfactory “pinch and expand” exercise that leaves consumers with an unsatisfactory experience.

Delivering mobile-ready, fully reactive documents in responsive HTML5 is a simple transform process. Any transaction document (bills, invoices, explanations of benefits and statements) can be transformed to mobile-ready HTML5 without changing the original document creation process! Improve your customer’s experience by delivering these important documents in the format customers want.