The benefits of content management for customer satisfaction

Distinguishing yourself from the rest and being a renowned business are clear signs of success. However, this can be challenging when business differentiation relies heavily on potential clients and their overall perception of the organisation, which ultimately comes down to customer satisfaction.  

According to a Zendesk survey, 87% of consumers think brands must make greater efforts to provide a seamless experience. As such, organisations are realising they cannot rely solely on selling a product or service – they must market an understanding.

A common pain customers often encounter is long wait times. In today’s fast-paced world, clients expect swift solutions and quick answers to their inquiries and problems, and businesses must act to increase customer satisfaction.

Forward-thinking businesses are harnessing the benefits of content management to achieve higher customer satisfaction levels. Content Services solutions, which aim to digitise the work environment and workflows, can provide the tools to streamline processes, boost productivity, and enhance security, thereby delivering a better overall customer experience.

Strong business relationships

When a customer enquiry is received, the first step to solving it is identifying the customer. It can be time-consuming for an employee to gather all the necessary information for the case at hand. As a result, the customer can become aggravated by long waiting times and an employee’s inability to find the correct information to provide a quick solution. One of the benefits of content management is that it centralises client content and makes it readily accessible.

By digitising data with a content management solution and using the technology to structure the mountains of information, such issues can be easily avoided. For instance, content management tools can do a lot more than digitise information for more effective file storage. In addition to enabling customers to find records in a matter of seconds, Content Services solutions allow businesses to provide personalised customer service tailored to their needs.

Additionally, information management enables businesses to track who has modified data and when, making it easier than ever to resolve cases involving discrepancies or formal complaints. In the end, the distance between the customer and the business is reduced as the possibility of building a stronger relationship with the customer arises through Content Services.

Swift and sophisticated

By offering solutions that enable easy, efficient organisation of documents and data, employees who work directly with clients will spend less time searching for information related to an enquiry and focus more on providing excellent service. Furthermore, this will ensure that queries are resolved more quickly, thereby enhancing the user experience.

Therefore, there is no doubt that a content management solution can influence the way customers perceive a brand. Everything a business deals with – whether it be emails, invoices, media, or anything in between – is content, and it can all be streamlined to automate processes and further enhance business operations with systems such as Enterprise Content Management.

Ultimately, this kind of solution will enable the instant, secure exchange of documents and information, making processes easier for employees and customers alike and enhancing the company's sophistication.

Security as a priority

Another primary benefit of content management is that it provides customers with peace of mind that your business is using modern technology to protect their sensitive information. Customers are increasingly concerned about how their personal data is used and, therefore, expect companies to handle it in the safest way possible.

A 2018 survey of 220 Australian CEOs found that cybersecurity and data privacy ranked among the top 10 concerns for companies, underscoring the importance of finding secure data storage solutions. Enterprises can protect their customers’ data by implementing the security features embedded in content management solutions, such as strict access control, auditing and tracking of access to information, as well as regular back-ups and version control of valuable data that can be easily restored if the data is compromised.  

This is how Content Services can help streamline and optimise manual processes and workflows, resulting in significant benefits for the company, employees, and above all, customers. By leveraging content management, companies have a unique opportunity to further digitise their business and provide a more efficient and personalised customer experience, while strengthening brand perception and building stronger relationships.

Businesses are handling more documents and data than ever before, and many are struggling to keep up. The answer to this challenge lies in using modern technologies such as Content Services to drive business efficiency and growth. Download the ebook today to learn more.

KYOCERA Document Solutions supports Australian and New Zealand businesses on their digital transformation journey with innovative products and software solutions.