Shaping the Cleardocs customer experience

Cassandra Townsend, Lawyer

The first quarter of 2014 has passed quickly. I have been busy focusing on new product development, working on enhancing our existing products and attending legal events, some sponsored by Cleardocs.

In coming weeks, we'll be releasing a new SMSF product and several product enhancements across our offering.

In my product development role, I am often asked the question "How do you decide what products to develop?" The answer is simple: we are driven by our customers.

Improving the customer experience is an important focus at Cleardocs – not only from a product development perspective, but also in terms of customer service, our website and Cleardocs technology. Many of you may have already provided feedback through our ongoing customer satisfaction survey.

In coming weeks, we will be contacting some of you to gain further insight into:

• your daily working activities;
• your needs, frustrations and challenges;
• how we can improve your Cleardocs experience; and
• how we can further help meet your and your clients' legal document needs.

We encourage you to speak honestly. We are keen to incorporate your feedback into plans for development of new products and to improve our processes and service to meet your needs.



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