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:
- 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.
- Create the campaign.
Build the message that will target those specific customers.
- 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.
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.
- 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.
- 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.
- 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.
- 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.
Working with clients on their critical communication needs means we get insight into how different types of companies transmit information and which methods prove most effective for them. Here are some general observations that apply to anyone trying to create a better customer experience.
- Pretend you’re the customer.
Obvious, right? But really consider it from their end. The thing about billing is that we all deal with it, so what are the ways to make the experience less annoying and more fluid? What are some offers or messaging that would have an impact and not just take up space?
A point that comes up again and again is the issue of clarity. We’ve said it before and we’ll say it again: poorly designed bills and invoices will help slow down your revenue stream. If they can’t understand the bill, they certainly won’t pay it on time. Once we achieve clarity, we can work on messaging that reinforces your brand and drives new business.
- Don’t be so quick to declare that paper is dead.
The funeral for paper has been scheduled and cancelled dozens of times. It’s true that as many companies have made the promise to be eco-friendlier and offer payment options more in line with the modern world, the need for electronic billing services has become more prominent. But that need isn’t universal. Many people still rely on paper when it comes to bills, whether for security reasons or plain ol’ habit (yes, even millennials). Listening to that need and being flexible is critical.
- Think about the industry.
One thing we pride ourselves on is not being a one-size-fits-all model when it comes to communication services, particularly since we work with clients across a broad spectrum of industries. Thinking about the needs of specific industries, and how their customers interact with them, is central to our work.
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.
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.
By Guest Author, Ashley Sherrow, OSG Manager of Production Graphics
Did you know that a dynamic message on an invoice or statement is a designated area that allows you connect directly with your audience? It’s your monthly opportunity to relay a specific message to your customer. And since research tells us that invoices are opened 97 percent of the time, you are virtually guaranteed of having your message read.
Using a little bit of creativity you can create a message that is eye-catching, colorful and informative. The OSG data-driven application, Campaign Composer, gives you full transpromotional marketing capabilities that compliment your statement or invoice package.
So what do you need to do?
First you’ll want to compose your message.
- You can do this using design programs such as InDesign or Illustrator. Designing your message in one of these programs makes the design process easy. Also, since these are the same programs we use in the OSG Creative Studio, should you need help, we can guide you through either of these programs to help you get the message you need created.
- Tip: If you are designing multiple messages within an area, it is a good idea to separate the messages with a thin line between each message, or a border around each message.
- This space provides a great opportunity to cross-sell and up-sell your services or even your customer’s services. Not sure what to feature? Think about deals, sales, promotions or even important messages you want to share with your customers.
Next, as long as you’re designing a bill or invoice, why not create a whole invoice package? You can coordinate by utilizing other OSG communications tools such as Envelope Messaging, Additional Message Page and OSG Inserts.
You’ll want to be sure you’re designing your message to its full potential. To ensure this, here are some things to pay attention to:
- Is the message sized correctly so that it will fit into the message space on the bill?
- How will your message look on the invoice/statement? Make sure your messages blend in with the colors and style of your invoice/statement.
- Have you used imagery and colors to your advantage?
- Choose bright colored images and text that will stand out and grab your audience’s attention.
- Remember, less is more – you don’t need to plaster the message area with tons information. Short and sweet. Then direct the customer to a website for them to gather more information.
This weekend is Selection Sunday. You know what that means! Tourney Time is upon us. What that also means is that employers can expect to see a slight dip in productivity this month. According to a study by employment consulting firm Challenger, Gray and Christmas, nearly 2.5 million people devote over an hour of each workday to following the NCAA Tournament. So that’s an hour you’re not actually spending on work. To help your productivity we’ve pulled together three easy ways for you to maximize the effectiveness of your invoice or statement package.
- Add an insert to your next invoice or statement package mailing. They fit easily into your mailing and provide cost-effective one-to-one marketing to your customer base. Don’t have one? Not to worry, the OSG Creative Studio can design one for you.
- Add a Full Color Dynamic Message to your invoice or statement. Your readers are already looking at your invoice statement. Why not add a message unique to them on the invoice as well? A recent Pitney Bowes study found that color increases reader’s attention by 82 percent.
- The invoice isn’t the only colorful part of your invoice or statement package. Are you taking advantage of Full Color Envelope Messaging? That same Pitney Bowes study found that 69 percent of the study participants were more likely to open an envelope with color or graphics on the front than those without. Take a look at your envelopes and see if they could use a splash of color.
By implementing some or all of these ideas you can end up being the winning team and enjoy a championship season.