Why go paperless and engage digitally?
Customers are moving more toward receiving communications digitally. We'll explain what that could mean to you.
As technology continues to improve, companies are changing to keep up with customer preferences. Communicating with their customers digitally is one of the changes many companies are making as customers seek quicker, more reliable and secure communications that are also eco-friendly. As more companies offer paperless choices, customers should know what it means to them and how to opt in to take advantage of the option.
What is paperless communication?
Paperless communication is a way to eliminate the flow of paper documents within the home, office and schools. Going paperless means receiving documents digitally instead of as paper. There are many ways to receive communications digitally but the most common are through email, apps, websites and texts.
Going paperless helps customers take many communications that clutter a mailbox and convert them to easily saved digital versions. The choice is left to the customer regarding what they want to receive in paper and what they prefer to receive digitally. Customers often have the option of receiving digital versions of a variety of communications such as:
- Documents, such as policy renewal information and proof of insurance cards, which at State Farm® may always be obtained through the My Accounts portal or through the State Farm app
- Marketing offers
- Agent communications
- Claims communications
Why go digital?
There are several reasons to choose to go digital including:
- Convenience: Instead of waiting for a paper document, such as a bill in the mail, customers can quickly access their bill from their email inbox. Our society is filled with busy individuals who don't have time to worry about a paper bill. Paperless billing fits into our 24/7 schedules and helps to reduce some of the stress. The ability to access your bill from any location is a significant benefit of paperless billing.
- Security: Digital communications can be saved in the cloud and are always accessible with no risk to losing them to a fire or other disaster. In addition, you don't need to worry about securely disposing sensitive communications if they are digital.
- Speed: Digital communications are transmitted at the speed of light with no mail delays. Years ago, communications going back and forth may have taken weeks. Now, digital communications are delivered instantly and the entire back and forth interaction may now be completed within hours.
- Eco-friendliness: Customers are increasingly concerned about the environment. Research finds 57% may change their shopping habits with the environment in mind. Paperless billing gives customers an opportunity to help the environment by reducing paper waste.
During 2021, approximately 3 in 4 U.S. and Canadian adults will convert one bill to a paperless format – 87% of Millennials will likely begin paying at least one bill digitally in 2021. If you want to be one of those moving toward paperless delivery and/or digital messages, there are some steps you can take.
Customers generally have to opt in to take advantage of these new types of digital options. Setting up these preferences can potentially unlock other types of self-service options like password retrieval, claims signatures, and insurance card downloads.
Before opting in, take a moment to think about what documents or notifications you'd like to receive digitally. Most companies will allow you the option of picking which documents to receive digitally and which ones you still want to receive as paper, as well as if you want to receive additional email or text notifications.