Archive | Best Practices RSS for this section

New Year, New Opportunity to Reach Customers

As 2017 winds down, it’s a good time to think about the small marketing messages you can send to customers that will help you finish the year strong and begin the next one on the right foot. Start with something simple: Happy New Year.

We realize you might not want to send out a separate card or write a clever note. That’s not necessary—just use your envelope. Our Full Color Envelope Messaging℠ allows you to print a full color New Year’s message right on the outer envelope of your invoice or statement package. You can even add an image for more impact. Since research shows that customers are more likely to open an envelope with color on it than one without, you get the benefit of knowing they’re nearly guaranteed to see both the greeting and the invoice or bill.

OSG’s Dynamic Messaging is another way of reinforcing your brand and messaging on the invoice itself. We’ve gone over the many benefits of that before, but as January approaches, consider how we can help you use it effectively throughout the next year.

See you soon, 2018.

Have a Last-Minute Message for a Customer? Try This.

It’s all about the data when it comes to customer communication.

Data tells the story of your customers and outlines what information you should be sharing with them. This is particularly important regarding the marketing messages you include with bills and invoices. When contact is frequent, the messages must be timely and relevant.

Data also tells the story of what’s already worked in with your previous messaging. Why send a “Subscribe Today!” message to a customer who just signed up? Why push a product to a people already using it? Analyzing customer trends and history is crucial. You should also be able to make timely updates based on that information.

OSG Campaign Composer is a data-driven application that allows you to segment your customer base. It’s designed so you can filter specific data to send one-to-one marketing messages that make sense. It exists to complement your invoicing or billing packages, to enhance marketing capabilities, to and make communication specific and targeted.

Here’s how it works:

  1. Define the filters.

A filter is set for one or more conditions you apply to your data to identify which accounts will be targeted by a campaign.

  1. Create the campaign.

Build the message that will target those specific customers.

  1. Create the package.

The package selects a segment of your customer base to target. It also specifies which dynamic messages, envelope messages, and inserts that segment should receive.

Another crucial feature: this application is timely. You can update the messaging at any time, ridding invoices and bills of stale, tired content. You can also send an endless variety of messages and cross-sell and up-sell products more effectively.

It’s essential to be using your data in a way that makes sense and brings you the biggest return. Your customers aren’t all the same. Why not try something different with them? Read more here.

 

4 Ways to Create More Effective Communication

Effective communication is about more than a smartly worded subject line or a crackerjack social media strategy. It’s also about more than just talking. Relaying information to clients is the backbone of any successful business, whether it’s through an e-bill, a marketing campaign, or an envelope. Here are four ways to do that more effectively.

  1. Listen first.

Or if no one’s spoken for a while, ask a question. It’s amazing how long someone might deal with something being wrong before speaking up about it. Check in with the client. Check in with staff. You can’t fix anything before knowing it needs repair.

  1. Simplify a complex process.

When we create transactional documents for clients to send their customers, we’re focused on a.) making the client’s cash flow more streamlined, and b.) creating materials that are readable, engaging, and clear. We’ve talked before about the two questions a bill needs to answer right away. You can apply that principle to almost anything communications-related. What are the most essential things that need to be stated? What’s irrelevant? Break down an intricate process into bite-sized pieces of content.

  1. Focus on storytelling.

You hear this a lot now: “Tell your business’s story.” A story has many elements, but they need to be adding up to the bigger picture. Be consistent with your design aesthetic. Share relevant updates. Stay in touch. Tools like OSG’s Letter Composer make it easier to send information and improve customer service while keeping branding consistent.

  1. If necessary, change the conversation.

At OSG, we offer a breadth of communication solutions, because we recognize that there are nuances to every industry and lifecycles that happen within them. Whether it’s a Back to School campaign in the summer or a new billing statement format, we can find something that starts a new conversation with your customers and increases your revenue.

How We Can Help Empower Your Team

We offer technology that improves the customer communication experience. A key component to that improvement, however, is to use technology in a way that empowers your staff and makes their workload more manageable. (Happy employees = happy clients.) An example of a product that offers that mutual benefit is OSG’s CSR eView℠.

CSR eView is a web-based application that allows your customer service representatives to access customers’ invoices or bills quickly in real time to address their concerns and questions. If you’ve ever made a call feeling frustrated or confused by a billing statement, then you realize the value of having an application that would allow your reps to see documents the way customers see them. This makes communication more fluid, of course, but it also reduces the amount of time a CSR spends on the phone altogether.

We also archive PDF images of the invoices or statements for CSR eView users, and maintain a log that records the date, time and activity. This technology will empower your team to:

  • Find answers more quickly in high resolution
  • Give more accurate answers
  • Provide the best customer service possible

Contact us to start improving your team’s workflow today.

How to Write a Letter the OSG Way

To Whom It May Concern:

Hope this post finds you well. We’ll get right to it: It’s time to improve your company’s letter writing process.

OSG Letter Composer℠ is our self-service program that will upgrade your letter writing game while also streamlining and simplifying the process altogether. You can compose and edit customer letters, collection letters, regulatory notices, and any other form of personalized communication.

Why is it worth it?

Writing a letter is about more than just crafting its content—it’s also about style. You can upload your logo and other branding elements right into Letter Composer, avoiding the all-too-common questions that come up in this process: “Where is our letterhead?” “Where is our logo?” “Is this the green we normally use?” Your company will speak in one clear voice.

There’s no special software required, and there’s no lost time waiting for approvals.

With this tool, anyone in your office can make a letter look more composed.

It makes a difference.

Write back when you can.

Best,

OSG

The Envelope…Please!

Envelopes are marketing opportunities. When a customer sifts through an uninspiring sea of plain white envelopes, yours should float to the top. A smartly-designed envelope can be the difference between an immediate open or a toss into the deal-with-it-later pile. In fact, per a recent Xerox Color Study, people are 55 percent more likely to pick up a full-color piece of mail first.

We take that intel seriously. OSG Envelope Messaging is a key part of our communications strategy for your mailed transactional pieces. Color is important, but we also work with you to design something that communicates timely, relevant information to your customers right away.

Aside from encouraging recipients to tear into your envelope first, these are a few other benefits of using OSG Envelope Messaging:

  1. Brand familiarity. Let them know it’s you.
  2. Increased up-selling and cross-selling potential.
  3. Have a great offer inside? Tease it on the front.
  4. Educate and alert. Important dates need reinforcing.

Go here to learn more about how this might work for your business.

Are the Bills and Invoices You Send Readable? (Spoiler: They Might Not Be)

There’s a reason major companies like UPS and DirectTV devote pages on their website to topics like “A Simple Guide to Understanding Your Bill” or “How to Read Your Bill.” They’re anticipating an all-too-common issue: Bills are hard to read.

In fact, the most common cause of late payments is that people have trouble reading their bills. Poor organization and confusing design can slow down a person’s quick scan to see what’s owed and when. It’s a strange phenomenon given that these organizational choices will also slow down a revenue stream for the company issuing the bill. And since paying bills isn’t an activity typically linked to pleasure in the first place, the easier clients make it for customers, the better. Because what’s a common reaction to stress and confusion? Avoidance.

Two Things to Consider:

  1. Composition is an essential element of a bill’s design.

Beyond logos and color scheme, the placement of a bill’s key components is crucial. The total amount due, the due date and the summary of charges need to be nicely organized and obvious. This isn’t the time for bold artistic expression. Keep it clean.

  1. Every element of the bill/invoice should also be working to that same end.

If you’re incorporating dynamic messaging into your billing (which we highly recommend!), use that marketing as an opportunity to get a customer’s attention. Make it eye-catching and smart, but don’t overwhelm the space and add an additional layer of confusion.

%d bloggers like this: