Retail and Mail Order Services

Retailing is no longer a single channel activity; to be successful in today’s competitive environment requires the strategic use of a blend of channels which may include internet, mail order, direct response and a physical presence. However, many retailers not only fail to coordinate those channels but frequently neglect the one channel that all customers always revert to - the telephone.

• Message Pad can install intelligent Contact for you to run your own customer service centre
• Or, outsource your service centre to Message Pad.

Many retailers hide the customer services telephone number because they view the call centre as a cost centre rather than a profit centre. Message Pad can demonstrate how the telephone can be used to not only act as communications glue to bond the other channels together but to also create efficiencies in staffing levels, build brand loyalty, improve customer data and maximise sales.

Message Pad is the strategic partner for a variety of clients in the retail, mail order and DRTV sector providing a range of customer services including fast, efficient order capture. We have particular strengths and expertise in supporting multi store groups, niche catalogue collections and special offers.

Message Pad has used a decade of experience in providing contact management solutions to retail customers to create a toolkit within our customer contact solution, intelligent Contact™, that specifically addresses the sector This customisable solution is available as a “hosted” helpdesk application delivered to your staff in your premises; an outsourced service through staff in a Message Pad centre; or as a cost effective unique combination of both options which, amongst other things, ensures an “always on” disaster recovery solution at no additional cost.

Key Benefits

• Efficient contact resolution
• Connect with your customer
• Work smarter
• Rapid ROI
• Flexible Deployment

intelligent Contact permits you to turn your contact centre into a customer interaction hub. It recognises that calls to retailers and mail order companies may cover many wide ranging issues: from potential orders, information requests, “nearest to” stockist, directions, product availability, loyalty cards, special campaign offers, product recall and opening hours through to job applicants and staff absences. At point of call, the right information needs to be instantly available, easy to interpret and communicated professionally.

intelligent Contact is built by a company that understands integration with specialist software, processes information and communications automatically according to your business rules and presents all information captured in detailed reports. intelligent Contact provides a low risk and flexible way of ensuring fast, accurate customer service with substantial cost savings over traditional contact centre solutions thus offering a rapid return on investment.

CONTACT US

For more information about all our hosted and outsourced services please contact us.