Innovation in Customer Service: How Strategic Capital Stays Ahead in the Digital Age
In 2024, we know that a lot of our customers would prefer to do things as digitally as possible. They expect websites to be user-friendly and many want to communicate via text or email rather than a phone call. PDFs have given way to paper documents, and online document signing eliminates the need to come to a specific location to get things finalized. In fact, e-signing has seen triple-digit growth in recent years.
That doesn’t mean every company has adopted the latest technological innovations, though. Some prefer to stick with the way they’ve always done things.
We don’t want to fall into that camp. Here at Strategic Capital, we continually look for ways to leverage technology to improve our customer service. In fact, we don’t want to just keep up. We want to be on the leading edge.
Here’s a look at a few changes we’ve made to pursue that goal.
Customer-focused tech tools
In recent years, we’ve overhauled our website, communication channels, and more to better serve our customers.
On our site, visitors will now find user-friendly tools to help them navigate to the information they need. If they can’t find it, they’ll be able to use our live chat service, which is available from 7 a.m. to 9 p.m. PT.
When someone becomes a Strategic Capital customer, we let them tell us how they prefer to be contacted. While some people still like a phone call, we know that many individuals would rather receive a text or an email. We tailor our communications to the customer’s preferences.
As customers work with us, we’ve also used technology to make it easier to move the process forward. Our team offers both online document signing and mobile notary services. This way, our customers can finalize paperwork from any location that’s convenient for them — precisely as many expect in the digital age.
Balancing technology and a personal touch
All of this said, our team doesn’t want to give up the ability to connect personally with our customers. As we’ve integrated new technological solutions to better serve our customers, we’ve also implemented processes to maintain that personal touch.
For example, we schedule a weekly call with all of our customers. This keeps them updated on the process of their file and gives them the opportunity to ask any questions they may have. It also builds in time to resolve any outstanding issues before the court hearing for approval.
Beyond that, we know that a lot of our customers work during standard business hours. To be available to them when it works best for their schedule, we have Strategic Capital representatives available after hours.
As we look ahead, our team seeks out new ways to leverage technology to make working with us easier. At the same time, we continue to prioritize human-to-human connection. To learn how these two things working in tandem can help you if you’re trying to make a decision about your structured settlement, contact us today.
