Paperless Strategies for Communication Service Companies

Communication service companies that deliver phone or internet services to consumers and businesses are on the cutting edge of technology. Many of their customers, however, are still a step behind when it comes to their communication preferences and want their bills to arrive in the U.S. Mail. Convincing the remaining paper traditionalists to agree to digital delivery can be a challenge–even for companies whose business is digital communication.

Hosting the electronic documents on the company website offers one solution, but it doesn't fit everyone. Enter Cubby Paperless — a new distribution/consolidation channel that smoothly transitions paper-loving customers to electronic presentment. Cubby Paperless transforms document delivery and offers communication company customers a seamless shift from paper to digital. Service providers can meet their customers' needs without compromising on convenience.

The Changing Landscape of Customer Communication

Internet, phone, and cable companies face a dynamic shift in customer preferences. It's essential for these industries to adapt, providing a seamless experience that meets these growing expectations. 

One of the key advantages of paperless communications is the speed of electronic documents, which are delivered almost instantly compared to paper documents that arrive through the U.S. mail. This immediacy ensures customers receive important information promptly, enhancing their overall experience. Customer preference is clear — easy access to the internet from any device has raised customer expectations for responsiveness. Waiting for large batch runs of paper documents is more efficient from a production standpoint, but the opposite of customer desires.

Of course, the production and postage costs associated with paper document distribution are a hefty expense for communication companies whose business is providing non-paper communication capabilities. Experts predict postage costs will continue to increase. By transitioning more customers to paperless communications, companies can save on these expenses — an important objective for many organizations. 

Traditional strategies have, by now, converted all the customers who are actively willing to switch. Companies must find new ways to convince the remaining customers to accept digital document delivery. They must make the alternative to postal mail more attractive to this group.

Enhancing Customer Experience with Digital Documents

Digital documents revolutionize the customer experience by offering features that traditional paper formats simply cannot match. Digital documents allow communication companies to embed hyperlinks to relevant resources and more content. Customers can review their service plans electronically and instantly access detailed explanations, FAQs, term definitions, or even instructional videos with a click. This level of interactivity not only enhances understanding but also builds trust and transparency. 

Personalization is another significant advantage of digital documents. Companies can tailor content to meet individual customer needs, offering a more customized experience. Personalized messages, service upgrade recommendations, and alerts for new products or updates ensure customers always receive information relevant to them. Companies can easily produce documents in accessible PDF for disabled customers, for instance, ensuring they address their customers’ needs and meet ADA regulations.

Leveraging digital documents enriches the customer experience with added functionality. By adopting strategies to enhance digital documents, service providers can convince more customers to abandon paper documents. But better presentation won't be enough if customers still view accessing those documents as an inconvenience.

How to Facilitate Paperless Conversion

With Cubby Paperless, customers fetch their documents anytime and anywhere from a centralized digital repository. This accessibility enhances the customer experience by providing immediate retrieval of important information without sifting through the websites and authentication processes of dozens of entities. Customers can view and interact with their documents in the same environment they use to pay their electric, gas, and water bills — a vast improvement over accessing each of their electronic documents from separate websites — one company at a time.

By posting their documents on Cubby Paperless' secure and encrypted environment, communication service providers align their practices with customer desires for enhanced communication, eco-friendly practices, and convenience. This move encourages more customers, who have resisted converting to paperless delivery, to make the switch.