Sending physical mail is often done to improve customer experience and brand awareness or for legal reasons such as changes and notices. Transactional mail can also make payment collection more effective and includes sending out financial documents, statements, invoices and reminders. Because physical mail has a much higher open rate than email, you will find that important notices and medical reminders are very often sent by mail.
While paperless billing and renewals are becoming more common, many people still prefer to receive their important documents by post. Companies that use mail find that their physical communications, when compared with a message delivered through a digital channel, can improve their customer’s overall experience because they offer something tangible and are more likely to be noticed and interacted with. Royal Mail research shows that customer mail is engaged with more than email with 85% of people opening it, and 65% keeping it for future reference.