Lily enjoys helping people. No matter how big or small your query is Lily is a friendly voice at the end of the phone ready and willing to help you get the support you need to make your campaigns a success.
What is it that customers love about Smart Messenger?
There are 3 main things that customers really love about Smart Messenger. The first is that they can just pick up the phone and talk to us, there is no automated system, you are a straight through to a real person who is ready and willing to help you! The second is how easy the system is to use and third is all of the amazing features we have! Top of which at the moment is the 'create your own forms' tool. It really is a nifty tool, I have seen customers use it for all sorts of things including: email sign-up forms, competition entry forms, feedback, surveys, customer enquirers the list goes on! It is all drag and drop too, so you just add drag in the fields, pop in some content and you are good to go!
When a customer calls requiring assistance how do you approach a solution?
Our approach is to get to know and understand our customers and their business. Usually, I can recognise who is calling within the space of a few seconds, of course if I am unsure I ask and greet them accordingly. Then, I listen. There are lots of clues within the first few sentences to help me identify the issue and where the customer needs support. Secondly, I ask questions, I want to be certain that I have understood correctly and can provide them with the information or support they need to carry on with their email campaigns. Quite often I can resolve issues straight away on the phone. However, should I need to go away and consult with another team member or investigate further, I will let the customer know what I am planning to do and when to expect a call back from me with the solution.