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Managing Inbound Communications to Optimize Customer Experience

An AIIM White Paper

Managing Inbound Communications to Optimize Customer Experience

Managing and improving customer experience has become the holy grail of business across a wide spectrum of financial services, utilities, retail, healthcare and government. 

Managing multiple inbound channels and subsequent customer workflows for responsiveness, consistency, and compliance presents a challenge, requiring strong procedural adherence, while also providing a degree of personal attention to individual customer’s needs.

In this survey report, we look at the drivers and issues for multi-channel inbound, and the benefits reported by those using content capture across multiple content types to drive intelligent or self-learning inbound handling.