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Customer Service Comes Home With Call Category Report

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for the full PDF Version

In This Issue:

ESPonDemand: Complete, Accurate and Updated Information

King's Publishing Inc. Chooses ESP to Fulfill Diabetes Health

Letter From the President

Customer Service Comes Home With Call Category Report

Tammy Veenis Fills New Position of Audit Manager

ESP Clients Now Include SOBE News and Ocean Drive

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ESP Computer Services Inc.
Holiday Schedule

The ESP Computer Services Call Center will be closed on the following holidays:

Friday, Dec. 24
Friday, Dec. 31
Monday, Feb. 21

ESP Computer Services Inc.

12444 Victory Blvd., Suite 400
N. Hollywood, CA 91606
Phone: (818) 487-4500
Fax: (818) 487-4501

Sales@espcomp.com

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We’re taking the remote out of remote customer service. For publishers, the danger of outsourcing customer service is in losing touch with their subscribers. If customer service is handled 1) off-site, and 2) by an external company, presumably it takes just that much longer for the publisher to both recognize a customer service problem and provide a solution to that problem.

ESP has again used its technical expertise to help the publisher feel like customer service is closer to home. The "call category report" is now available to clients, easily accessible online, and delivering data in real time. Now a publisher can query our call database by publication and by date. Instantly, one can view a tabulation of calls taken for that period, categorized by type of call.

With just a few clicks, you can find out the following: How many customers called today to say they’re missing their issue? How many customers called last quarter because they had technical difficulties with your Web site? How many customers have called in an address change this month?

Having a call category report this accessible, this accurate, and this up-to-date is like being able to walk into your own customer service department and ask everyone what types of calls are coming in today. With this data at your fingertips, trends are easily recognized, and the phone call you make to ESP is not to find out what’s going on, but to implement an idea based on what you already know is happening. And there’s nothing remote about that.