Who is this for?
For our customers, transactional mailings mean delivering a physical item to a named individual or business. This includes sending :
- Order acknowledgements and receipts
- Renewal notices and confirmations
- Changes to legal information or terms and conditions
- Thank you and welcome messages
- Financial statements, arrears, invoices and payslips
- Home/Business address charges
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.
Chasing money or subscription payments
Physical mail has much higher open rates than emails and is far more effective for sending payment reminders. Studies have shown that 59% of customers ignore the first billing notification when sent by email, and therefore needed a follow-up before payment was collected. When sending a payment reminder by post only 29% of customers didn’t pay the first time.
Thankyou or welcome messages
For small online transactions confirmation emails can work, but for larger transactions or onboarding then customers appreciate tangible communications especially when this information needs to be kept for reference or if there a security and privacy concerns.
Consumer participants in Royal Mail’s study expressed strong sentiments that physical channels communicate trustworthiness, importance and an extra investment in their relationship with the provider. In addition to the up-sell and cross-sell opportunities, well-presented messages can make people less likely to call a helpline for further assistance which can also reduce customer support costs.
Sending out samples and brochure requests
Usually driven via a website enquiry, potential customers may require a physical sample or brochure to be sent rather than just downloading a PDF. This useful and timely response with valuable information builds trust and, when done with information submitted, personalisation can make a customer feel valued leading to increased engagement.
Building trust
The volume of phishing emails and texts are increasing and becoming far more difficult to spot. Across all business sectors, customers consider mail as one of the most trusted communication channels when sending information that is important, complex, needs to be read thoroughly and kept for future reference. This is vital when the recipient needs to take action.
Don’t miss out on a free marketing opportunity
When sending important documentation to your customers, clients or patients you can utilise this ‘free ride’ to introduce other products and services with ads, images and offers with no additional postage costs.
Contact us for a free transactional mail consultation
- Very quickly assess what savings can be achieved
- The full process explained – find out what a stress free and streamlined process would look like for your business.
- Free test of your mailing
Transactional Mail
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