Customer Services
One of mailmarketing’s major attributes is our customer-facing contact division. Led by a customer services department, and driven by rigorous quality processes, we offer much more than just call centre scripting with personalised contact and an understanding of your customer needs. From order processing to e-commerce, we can bring everything under one roof, on your behalf.
Contact centre services
Our contact centre facilities provide everything you’d expect - live call handling, IVR, fax, e-mail and comprehensive e-commerce solutions for one-off, short-term or ongoing campaigns. Experienced staff will be trained in the intricacies of each DM campaign, dealing courteously with credit card orders and customer enquiries alike. Our response handling of free or priced goods allows us to process customer orders online, ensuring accurate stock management, payment card handling and efficient output documentation. We dispatch all orders as quickly as possible, with skilled agents capable of handling complex enquiries and even maximising profits through subtle up-selling.
E-commerce solutions
As well as a customer-focused contact centre team, mailmarketing has full e-commerce facilities, including online catalogue management, shopping basket software, order processing, payment processing and confirmation, plus history facilities. You can get on-line, access to our back-end system at all times through a dedicated, secure client portal.
Data capturing and subscriptions
We have the expertise to offer numerous database and data manipulation services. A full range of software tools generate all the reports and analyses you’ll need, and we can additionally provide comprehensive subscriptions management services, such as accounting and mailing.
Account Management
Direct marketing isn’t something to be undertaken lightly, and mailmarketing constantly communicates with clients to ensure all expectations are fully met, even as those requirements evolve over time. We appreciate the importance of understanding your objectives and the trust involved in handling your DM campaigns. When you enter into a relationship with mailmarketing, we will assign you a dedicated account manager. As your single point of contact, this person will co-ordinate different projects in the same way, and if they’re ever indisposed, a shadow staff member (already familiar with your account) will seamlessly take over.
In a recent customer survey, our account managers scored 81% on providing excellent or flawless service. Each manager will learn all about your campaign requirements before combining management, technology and training to ensure that the most cost effective and efficient solution is deployed, to get your message out to the public.
Jointly negotiated Service Level Agreements are adopted early on between mailmarketing and each client. These agreements set out obligations, expectations and targets, reassuring you that we will deliver on all our promises, while simultaneously allowing us to fully understand your working practices.
Clients can check on the progress of projects at any time, via a user-friendly bespoke online portal. Here, you can do everything from ordering stock, through to reviewing invoices and outstanding purchase order numbers. This is handled through a secure server, tailored to provide all the information you need.