Integrating legacy systems with cutting-edge technologies like cloud computing, big data analytics, and AI can offer companies a more comprehensive understanding of their clients’ preferences and needs, facilitating even more targeted and effective communication. However, to achieve this level of sophistication, selecting the right digital customer communications platform is essential.
Customer experience automation specialists Ushur has put together a vital checklist to guide your search for the ideal solution.
1. Seamless omnichannel experience
The platform should enable members to transition between communication channels effortlessly without needing to repeat information. This creates a smooth and frustration-free user experience.
2. Strong security and compliance
All communications should be encrypted and secure, adhering to standards like HIPAA compliance and HITRUST certification. Protecting sensitive information such as PHI (Protected Health Information) and PII (Personally Identifiable Information) is critical.
3. Interactive communications
Effective platforms support dynamic, two-way interactions rather than merely pushing information to members. They enable conversational exchanges that gather and share critical data across member touchpoints.
4. Proactive member guidance
To avoid dead ends in communication, the platform should provide actionable next steps, such as transferring to a live agent or navigating to an informative webpage. This ensures that micro-engagements are completed with clarity and resolution.
5. No-code deployment
A true no-code platform empowers non-technical users to build and deploy member engagement solutions without burdening IT teams. This simplifies processes and reduces dependency on technical resources.
6. Fast time-to-value
Choose a platform that enables rapid deployment of engagements and includes pre-built use cases to shorten implementation time. This approach accelerates time-to-value, ensuring organisations see results quickly.
7. Integration with existing technology
The platform should seamlessly integrate with current systems, avoiding the need to replace existing investments. Compatibility with front-end and back-end systems allows for efficient layering and connection to relevant data.
8. Advanced analytics for performance evaluation
Comprehensive analytics are essential to track the success of member engagement efforts. A user-friendly dashboard should allow organisations to monitor campaign performance and make data-driven adjustments as needed.
Read the full checklist from Ushur here.
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