How to stand out in a disruptive marketing world
The way to a customer’s heart (and wallet) in today’s age of eCommerce, disruptive business and spam filters is through customisation, personalisation and taking the time to ask. Often, asking who they are, what they need, and what your organisation can do to better service them to provide a solution is the key.
There is no better way to engage with your current customers, potential customers and past clients than speaking with them directly - but in this fast-paced world, do you have the time to make that happen while running your business?
First Class Consulting & Mailing (FCCM) is a premium customer service company with end-to-end customer-driven solutions to take your business from being seen, to being heard and ultimately remembered. Studies have shown “acquiring a new customer is anywhere from five to twenty-five times more expensive than retaining an existing one. It makes sense: you don’t have to spend time and resources going out and finding a new client - you just have to keep the one you have happy”[1].
New business development for your organisation is vital, but so is ensuring you have a customer service centre that can professionally handle inbound calls, questions, complaints and manage dispute resolutions quickly and efficiently – which keeps your customers happy and engaged!
What is so important about inbound customer service?
Exceptional customer service provides customers or members with the confidence that they are calling or receiving a call from the organisation itself, not a generic call centre. Customers are leaving organisations in droves if they don’t spend the time or effort on customer service, and where they send their ‘valuable calls’ to overseas call centres, only for them to pass you through five different departments to resolve a simple question.
One only needs to look at the rise and rise of ‘service driven, customer-centric’ businesses such as ING Direct to find a business that understands inbound customer service. The popular personal and business bank personally answers customers day and night, with Australian call centre staff that can resolve their issues on the spot.
The big question to your business is how does your business offer its customer service? Are you in the ‘big banks’ category, or perhaps you get to the calls when you can?
Outbound is vital to the success of your company, don’t think so? Call someone and find out…
As our digital world becomes increasingly crowded, targeted outbound calls cut through the marketing noise. An outbound call is not a cold call from an overseas call centre as you are trying to serve dinner, it’s targeted, permission marketing to your valuable customers or members.
Upsell, resell/renew, inform, update and set up warm leads for your sales team to capitalise upon and ensure that your marketing dollars hit their mark.
How can you get all that done and more?
FCCM is a proudly Australian owned and operated direct marketing company, specialising in offering inbound and outbound call centre solutions tailored to your organisation's specific needs.
Our call centre services include:
- Inbound customer service management
- Outbound sales to lapsed members or customers
- Data entry
- Campaign reporting
- Email and customer/member follow up management
- Data programming and management
- Overflow capabilities
- Online shop management with tracking and bulk mail discounts
- Customer/membership renewals and prospect mailings
- Customer loyalty and membership strategy development
- Promotional card and competition validations
- Gift card activations and troubleshooting
With over 25 years experience, we understand the importance of your organisation and customers. We will work with you to ensure your timelines and budgets are met. Don’t just take our word for it, FCCM represent some of the most recognisable brands in Australia – such as NRL and NBL clubs – as well as SME’s (small to medium enterprises) looking to cut through and stand out.
There is nothing more satisfying for our business than making your organisation a success, so speak to us today on 03 9553 2888 about the call centre and direct marketing solutions FCCM can provide so that you can enjoy the comfort of knowing while you’re doing what you do best, your customers are in safe hands.