Katrina Alderton, Account Manager

Account Manager Katrina has spent her entire career working in customer service and sales management. She specialises in building strong relationships with brands and finding the best Smart Messenger solutions to help them reach their goals.

When a new customer approaches you, what’s the most important next step? 

For me, it’s all about finding the best solutions that Smart Messenger can offer them. Every customer is different and has their own frustrations, challenges and priorities. I like to get to know the company and how they work best. I know that getting to grips with a new platform can be tricky, so I’m here to offer all the support they need as they develop their confidence with Smart Messenger.

What do you think customers appreciate the most about the service you offer?

From the feedback I’ve had, people feel reassured to have someone on the end of the phone to talk things over with. Relationship building is one of my favourite things about the job because it informs the advice that I can give customers. There’s a trust that builds up as we talk over campaigns, email marketing strategies and their broader company goals. I’m there to chat through things with our clients, even if it doesn’t directly relate to Smart Messenger itself.

What difference does all this make to the results?

The results are always going to be better if your campaign is informed and focused. If a client knows they want to start sending email campaigns, but doesn’t know what content to include, we can advise them. There are so many things you can do to get results – like writing strong email headlines, making sure the pre-header is correct, establishing a good sender reputation. It’s all about tactics and knowing what to use to achieve your goals. I coach a youth football team and I apply the same logic there as I do with my work: I get to know my team, create a winning strategy and then shoot for goals!