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Why Customer Communication Matters

A modern company cannot be successful without ongoing customer relationships built on fast response and open lines of communication. With email and social media, people expect this of the organizations they interact with, regardless of the industry.
Companies that are good at communication build brand loyalty and make every customer feel important, and also gain important insights into their customers’ needs that can then improve the product offering and stay ahead of potential problems.
When customers feel that you’re taking the time to understand and acknowledge their priorities and needs, they will become loyal brand followers and create word of mouth momentum.

Problem: Trouble Keeping In Touch

Building strong customer relationships is easier said than done. Authentic relationships are built on frequent, consistent interaction, which requires intentional action and good planning. At companies that don’t have good tools or make enough of an effort, customers experience sporadic, unpredictable responses that may or may not address their concerns.
Even when companies do have reliable customer communication, it’s often done through one-on-one methods like email and phone calls with company representatives. While these things are good and important, they don’t usually allow employees to record communications or easily collaborate with peers to solve potential issues.
When one-on-one communications aren’t bolstered by record keeping and collaboration, the success of customer interactions can fall apart if a representative transfers or leaves the organization, and it can be hard to get a big picture view of what customers are experiencing.
When I have a problem or issue with my client that I’ve never come across before and don’t have a solution at my fingertips, I can search MangoApps for a work product or a sample based on client location, type, work product, etc. to see if there’s anything I can use as a starting point.
-Annie Bidwell, Senior Director, CCS

Solution: Establishing A Regular Relationship

There are many ways MangoApps can help with customer communication.
For companies with a few large clients, such as those in the B2B space, guest users can be incorporated into any group or project area. Many of our clients make group spaces where specific customers are able to work directly with internal team members to get their problems addressed. The limited permissions granted to guest users ensure that they get all relevant information without creating security or confidentiality concerns.
Either way, MangoApps groups built for customer communication are interactive, visually engaging spaces where you can share and comment on documents, images, files, updates, and questions, as well as message people privately. All group content is searchable using our advanced search functionality, ensuring a smooth, consistent customer experience.
The end result of all these efforts is satisfied customers who feel that you take their concerns seriously and value their input. These relationships are the best way to build brand loyalty, and there’s no better platform than MangoApps.

How To Create Groups:

  1. 1
    Groups give teams a specific space to meet together, collaboration effectively, and work on topics without a specific end date or goal in mind. To create a new group, make sure the groups module is enabled in your domain, then go to the groups area and select the ‘Create A Group’ button.
  2. 2
    Give your group a name and establish some of its basic details. Provide a description, establish permissions, enable or disable features, and more.
  3. 3
    You’re now ready to add users and get to work. Select the group tools button and then ‘Invite Network Users’ to start adding group members.
  4. 4
    Once a member has been added to a group, he or she can immediately begin posting, sharing, asking questions, submitting documents, and participating in everything groups have to offer.

How To Make Projects:

  1. 1
    Projects are the perfect place to enhance team collaboration and achieve goals. To create a new project, make sure the project module is enabled in your domain, then go to the project area and select the ‘Create A Project’ button.
  2. 2
    Give your project a name and establish some of its basic details. Provide a description, establish permissions, enable or disable features, and more.
  3. 3
    You’re now ready to add users and get to work. Select the project tools button and then ‘Invite Network Users’ to start adding project members.
  4. 4
    Once a member has been added to a project, he or she can immediately begin posting, sharing, asking questions, submitting documents, adding tasks, and participating in everything projects have to offer.
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