Today, the customer experience (CX) consistently ranks at the top of the list of attributes every successful business should have. For example, in Econsultancy’s Digital Marketing Trends survey, marketers identified the customer experience as their top priority for 2018, even ahead of more conventional programs, such as content marketing, mobile, personalization and social.
Why such a focus on the customer experience? For starters, its impact on business results speaks for itself. A study by Walker highlighted just how much customers value great experiences – and how this can translate into increased revenues and profits.
For example, the Walker study found that 86% of buyers will pay more for what they perceive as a better customer experience. And by 2020, customer experience is expected to overtake price and product capabilities as the key brand differentiator.
How to Improve?
Improving the customer experience has a direct, positive impact on customer acquisition and retention, overall satisfaction and even the company’s ability to cross-sell and upsell to existing customers. Yet what should companies do to improve in these areas? On one hand, they can focus on low-hanging fruit – obvious opportunities, such as training employees to provide better service. Or, they may choose to tackle more complex initiatives, such as implementing online product recommendations and personalized communications. Where to begin?
Fortunately, there are many simple – yet effective – ways to improve the customer experience using tools and technologies most companies already have at their disposal. Consider the example of PDF software. Today, PDF solutions such as Nuance Power PDF Advanced provide core capabilities that can immediately contribute to a better customer experience simply by making it easier for customers to do business with you.
Examples of these capabilities include:
- Online PDF forms. Today, many customers typically have to print online forms, fill them out by hand, scan this information to an electronic format, and email it back to the company. This common example of a customer challenge could be solved with a web application, but web developers can be costly or may have other priorities. In many cases, forms require signatures as well, and this capability isn’t as easy to integrate in a web app.
Nuance Power PDF Advanced delivers cloud capabilities that include FormTyper™, a powerful tool that makes it easy to create PDF forms that can be hosted online, complete with fillable fields where customers can type data, enter check boxes and select a radio button. It also includes logical forms recognition technology to identify all the individual form fields in an original document.
- Electronic signatures. In industries where customer relationships require a legal binding document, an efficient process matters as much to customers as it does to the business – perhaps even more.
Electronic signatures remove manual roadblocks — downloading and printing long documents, signing by hand, scanning and emailing back — and help make sure business relationships can begin immediately.
With electronic signatures, Nuance Power PDF Advanced provides the convenience of a secure digital signature, ensuring that legal requirements do not interrupt or deter from the importance of an efficient customer experience. If you’re considering an eSignature service, Power PDF Advanced now features an integration with DocuSign to facilitate the signing and sending of documents right from the application’s interface.
Focus on Customer Service
On the surface, many companies may think of office automation and streamlined processes as benefits to their bottom line. Yet greater efficiency also enhances the customer experience by giving employees more time to focus on real customer needs and improving overall satisfaction. Consider all your customer touchpoints and how you can make each and every interaction a positive one.
Learn more about Nuance Power PDF Advanced today. There’s no doubt your customers will appreciate employees being able to apply more time and focus to delivering better service and improving the overall experience.