Improve Customer Service with Document Management

In an era of information and technology a company with an operation based on paper can’t compete with its competitors. Paper processes are increasingly difficult to manage and result in inefficient in business operations, especially notable in the area of customer service.


An inefficient customer service department can cost your company with higher expenses, reduction of sales and less revenue. Every contact is important because each customer is a mouse-click away of telling the world about his experience with your company. It’s imperative to provide each customer with a positive customer service experience that will keep them coming back for more.

AIIM research has shown that if a company improves its paper processes, it can make response time’s rise by a factor of 4.6, reducing customer face time from days to hours, or hours to mere minutes. Reducing your paper-based tasks is the best way to make business processes more efficient and improve customer service. Your customer service employees could spend less time pushing papers and more time fielding inquiries.

Below are 4 ways document management can improve your customer service:

1. Customer information is more accurate and up-to-date. If your company keeps customer information in the form of paper documents, you surely know how time-consuming and difficult it was to manage, especially when you need to change or update any information of your customers. With our document management software, you will find customer information management much easier, and you always have the most recent document version and don’t have to worry about losing important information.

2. Instant access to information. You can respond to customer demands quickly. With a document management system your agents can speak with authority and respond answer customer’s questions, no matter how general or specific.

3. Better collaboration with co-worker. With effective document management software, you can easily communicate and cooperate with your colleagues. The improved collaboration can enable you and your staff to respond to customers more quickly and effectively.

4. Make better use of the data. Controlling access to the information allows oversights and provides easy tracking.  Having a document management system is an easy way to reduce information bottleneck and workload. Unlike with paper documents where you have to spend time locating the information, you can solve the problem with a click of a mouse. Every prompt, accurate, authoritative response increases your customer’s satisfaction. 

If you want to improve your customer service with the most versatile document management software on the market, please contact inFORM Decisions today.

Our website: http://www.informdecisions.com/ - Phone numbers: (949) 709-5838 / (800) 858-5544

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