Tag Archives: communications

Levelling the customer services playing field

Levelling the Customer Services Playing Field with performance driven software

Introduction

Customer services, customer experience and contact centre software are big business. In the UK, according to the Office of National Statistics (ONS) there are over 1.3m people employed in the industry. For small and medium sized organisations, levelling the customer services playing field can be a challenge due to the resources of larger businesses. State of the art phones systems, AI software and digital platforms are all expensive to develop.

levelling the customer services playing field

The Saascoms Model

At Saascoms, we have developed award winning customer services and contact centre software which powers over 700 brands across the globe. As a third-party developer, we have economies of scale driven by a significant client base. This enables our clients to contact on their core business, not developing expensive software.

Our solutions have been levelling the customer services playing field since 2004, by offering a pay as you use solution. As a result, small and medium sized organisations can benefit from state-of-the-art customer service solutions – without a prohibitive price tag.

At Saascoms we don’t set contract lengths or minimum use clauses. We tailor our software solutions to each and everyone of our clients, which is why we have over 95% client loyalty.

levelling the customer services playing field

Saascoms Customer Services Solutions

At Saascoms we have award winning customer service solutions whatever the size of your contact centre. We’re levelling the customer services playing field with our platforms:

  • Omnireach – combine all your digital customer contact threads into a single communication. From Webchat to SMS, Email to WhatsApp, Omnireach delivers a seamless customer journey which is powered by advanced AI. Should the AI not be able to provide a resolution, all the communications are forwarded to a live agent on a single screen.
  • Mailmaster – delivering secure letters digitally be either SMS or email. Reduce your postage and print costs, increase engagement and reduce your carbon footprint.
  • Resolution – the self-serve debt management portal which provides your customers with the power to manage their repayments and clients with an immediate snapshot of activity. Designed for DCA’s, Retailers and Utilities in mind.

Conclusion

Global brand or small business, Saascoms is levelling the customer services playing field for organisations. Winner of the National Innovation Award and multiple Credit & Technology Awards you can be confident in Saascoms. Plus, be secure in the knowledge our UK developed solutions will reduce costs, drive efficiencies and increase customer satisfaction.

For a demo or more information – get in touch.

Saascoms Email Newsletter

Saascoms Email Newsletter Launches

Introduction

Saascoms has recently launched a Monthly Email Newsletter for clients, Prospects and Supply Partners. In the making for some time, the new email newsletter is designed to keep everyone who reads it up to date with what’s happening at Saascoms.

Content

The Saascoms Email Newsletter includes the following information and articles on a monthly basis, these are namely:

  • Company News – developments in our team, business growth and events we may be attending.
  • Product News – either a focus on one of our award winning software platforms such as Omnireach, or news of updates and new software launches.
  • Industry News – anything of note in credit and collections, fintech, contact centre and the customer services world we think is relevant.
  • Featured Blog – each month Saascoms selects a blog from our extensive archive to feature, we think they are well worth a read.

Aims & Feedback

At Saascoms we have great relationships with our clients but are always seeking to build on that. The Saascoms Newsletter is one example of how we are sharing our experience and knowledge. We welcome feedback from our Clients and Prospects as to the content we share, and how our software may be developed further.

More Information

The Saascoms Email Newsletter technology is provided by the Wizemail platform which is both secure and feature rich. Just like Saascoms award winning software. If you would like to sign up for our newsletter please enter your email address at the foot of our home page.

 

Contact Centre Costs

Contact Centre Costs – the top 5 pain points

Introduction

The digital world has seen a steady increase in online purchases, services moving from the high street to the desktop and a move towards remote customer service. Contact centres have been steadily growing to cope with demand, their remit varying from outbound sales to inbound enquiries and service. Although It is a competitive industry, contact centre costs are key to winning business or maintaining profit margins.

contact centre costs

What are the top 5 contact centre costs and how can Saascoms awards winning software support organisations to reduce these:

Labour Costs

The number one expense for any contact centre is people. This includes salaries and taxation, hiring and training, wellbeing and personnel support. Saascoms Omnireach digital chat platform can assist in taking the administrative tasks away from contact centre agents such as ID&V, which on average reduces agent time by 2 minutes – making agents more productive or reducing the headcount required.

Technology & Infrastructure

Telephony, CRM software, IVR systems, ongoing maintenance, updates and licencing are all significant call centre costs. Saascoms software including Omnireach, Resolution and Mailmaster can all be installed within a few days with no fixed term contract and a pay by use commercial model. Saascoms software is cost effective no matter what size of organisation because of these benefits.

Real Estate & Facilities

Office rent, utilities, furniture and equipment are all required to accommodate call centre staff. Hybrid models still require remote equipment and potentially appropriate furniture. Saascoms Omnireach digital chat platform operates 24/7/365, using advanced AI to resolve customer queries. Examples may include making payments, checking a balance, initiating a return, checking account details and more. As a result, Omnireach reduces the overall physical agent requirement. This has a knock-on effect for the overall size of contact centre and requirement for remote out of hours physical support.

Compliance & Security

ISO, Cyber Security, GDPR, Audit and Call Recording are all costs incurred by a contact centre. Saascoms is ISO27001and Cyber Essentials Plus. Our software platforms are built and hosted in the UK. Plus our client data is also stored in the UK, providing our customers with all the security they need. Saascoms is also an approved G Cloud HMRC supplier, another measure of our security and compliance levels.

Customer Experience

Monitoring, feedback, analytics and performance management all measure how a contact centre is performing and are essential in ensuring quality. At Saascoms our platforms have built-in reporting suites to interrogate data. Our AI learns and improves outcomes and our client CSAT scores improve by an average of 12% using Omnireach and Mailmaster. As a result, our clients can further improve their performance in a virtuous circle.

Conclusion

Summing up at Saascoms we live and breathe contact centres and understand the key contact costs. Our software platforms are designed to reduce costs, improve efficiencies and increase performance. Arrange a demo with our team to see just how our award winning technology can support your organisation.

Contact Saascoms
Conversational RCS

Why SPF, DKIM & DMARC in DNS are essential in Email Marketing

Introduction

In 2024, Google and Microsoft announced stricter email requirements for domains sending large volumes of email. Their goal? To protect users from spam and phishing by enforcing domain authentication via DNS. Now they are essential in email marketing for Google and Microsoft requirements.

Bulk emailers who send more than 5,000 messages per day from the same domain, or subdomains, to one of the consumer email platforms (hotmail.com, gmail, etc), will need to configure SPF, DKIM, and DMARC in their DNS records. If the domains are not correctly configured messages may be rejected or land in spam folders, even if they are completely legitimate.

Let’s break down what these protocols do, why they’re now required, and how to get compliant.

Essential in email Marketing – DNS Records

  • SPF checks the sending server IP.
  • DKIM checks the signature.
  • DMARC combines results and applies the policy.

SPF – Define Authorised Senders

Sender Policy Framework (SPF) is a TXT record that informs receiving servers which IP addresses or services are allowed to send email on behalf of the domain.

DKIM – Digitally Signs Your Emails

DomainKeys Identified Mail (DKIM) sign each email with a private key. The public key is stored in the sender DNS. This tells receiving servers the message hasn’t been tampered with and really came from the authorised sender. Saascoms provides unique records for each client domain.

DMARC – Enforce Policy and Monitor Abuse

DMARC (Domain-based Message Authentication, Reporting & Conformance) informs email providers how to handle messages that fail SPF/DKIM checks—and sends you reports about suspicious activity.

Google and Microsoft now require a valid DMARC policy from all bulk senders. Without it, your emails may be silently dropped.  The minimum policy setting is ‘p=none’, which should ensure sender emails are received by the recipient.

What’s Changing?

Both Google and Microsoft now require that bulk email senders:

  • Use SPF or DKIM to authenticate their email.
  • Publish a DMARC policy in DNS.
  • Use a domain they own (not @gmail.com, @outlook.com, etc.) for ‘from’ addresses.

Conclusion

If you are sending bulk emails from marketing campaigns to system alerts you must authenticate your domain via DNS. Google and Microsoft are now enforcing what should have already been best practice, it is now essential in email marketing.

  • Set up SPF and DKIM to prove you sent the email.
  • Publish a DMARC policy to enforce protection.
  • Monitor reports to stay ahead of abuse.

At Saascoms we’ve been advocating SPF and DKIM records for some time, it is important that your DMARC record is verified as compliant, and added if not. Organisations failing to do so will not only damage delivery rates, customer engagement and brand trust; it will eventually prevent emails being delivered. Our Mailmaster software is fully compliant and can support your email marketing objectives.

Contact Saascoms
Man v Robot

Call Centre Agent v AI Chatbot – who wins the customer service battle?

Introduction

While call centre agents have long been the backbone of customer support, AI chatbots are becoming increasingly sophisticated. But which one is better? The truth is both have their strengths. Let’s compare five tasks where each excels and see why with Agent v AI Chatbot the best approach might be a hybrid one.

Call Centre Agents Are Best

1. Handling Complex or Emotional Issues

Customers need empathy and understanding, especially in stressful situations. Human agents can read tone, adjust their responses, and provide comfort in ways AI can’t. Plus sometimes it’s just nice to talk to someone.

2. Negotiating & Problem-Solving

Disputes, refunds, or special cases often require creative solutions. A call centre agent can adapt to unusual requests and negotiate resolutions AI wouldn’t and couldn’t think of.

3. Building Customer Relationships

A great agent doesn’t just solve problems, they connect with customers, strengthening brand loyalty and trust through meaningful interactions, humour and rapport.

4. Handling Multi-Step Queries

When a customer’s request involves multiple departments or processes, human agents can navigate complexities much better than AI.

5. Understanding Accents & Dialects

AI speech recognition has come a long way, but humans still outperform chatbots in understanding regional accents, slang, and nuances. How often do you shout at your smart speaker!

Man v Robot

AI v Human

AI Chatbots Are Best

1. Instant Responses & 24/7 Availability

AI chatbots never sleep! They handle thousands of queries simultaneously without customers waiting on hold.

2. Processing Routine Queries

Need to reset a password? Track an order? Get store hours? ID&V? AI chatbots are perfect for repetitive, straightforward tasks.

3. Speed & Efficiency

AI instantly retrieves data and provides answers faster than any human could. No small talk, just solutions.

4. Data Handling & Integration

Chatbots integrate with CRMs, databases, and customer histories to instantly pull up relevant information.

5. Multilingual Support

AI can communicate in multiple languages instantly, making it a great option for businesses with global customers.

The Best Solution? A Hybrid Approach!

Rather than deciding Agent v AI Chatbot, businesses should combine AI chatbots with human agents to create a seamless customer experience.

  • AI Chatbots handle fast, simple queries and direct customers to the right resources.
  • Call Centre Agents step in when empathy, problem-solving, or human insight is needed.

Using an AI driven omnichannel software platform such as Saascoms’ award winning Omnireach, combined with trained agents, provides the backbone to many global brands customer services.

While call centre agents have long been the backbone of customer support, AI chatbots are becoming increasingly sophisticated. But which one is better? The truth is both have their strengths. Let’s compare five tasks where each excels to see why the best approach might be a hybrid one.

Contact Saascoms
Annoyed at customer service

The Five Stages of Customer Service (as told by your customers)

Introduction

Customer Service can be a rollercoaster, sometimes smooth and sometimes stomach churning. Whether you’re the one picking up the phone or the one taking the call, there’s a universal truth, customer frustration is real. But handled the right way, even the most exasperated customers can leave feeling valued. So let’s take a light-hearted look at the five stages of customer service frustration and how businesses can turn frowns into smiles.

Stage 1: The Optimistic Beginning

“Fingers crossed this will be quick!”
Customers start their journey full of hope. They assume their issue will be resolved swiftly until reality kicks in!

How to Keep the Optimism Alive…

A friendly, well-crafted automated greeting sets a positive tone. Offer clear next steps and realistic wait times to manage expectations.

Stage 2: The Confusion Spiral

“Why am I pressing 3 for billing… and then 5 for account info… and now 7 for who knows what?”
The dreaded IVR menu or uneducated chatbot loop begins. Customers feel like they need a secret code to reach a human!

How to Avoid Confusion…

Provide omnichannel support (SMS, email, live chat) so customers can choose their preferred contact method. Design AI chatbots that actually help, not just ones that send customers in circles. Saascoms Omnireach is the perfect solution!

Stage 3: The Rising Frustration

“I just explained this to the last person!”
Ah yes, the classic ‘repeat your issue’ scenario. Customers feel like they’re stuck in a time loop, explaining the same problem to multiple agents!

How to Prevent This…

Omnichannel communications need to be centralised, enabling agent transfer or transfer between digital to human to be seamless. Omnireach award-winning omnichannel software is the perfect solution!

Stage 4: The Breakthrough Moment

“Oh, finally! Someone who understands!”
When a knowledgeable, empathetic agent steps in, magic happens. The customer feels heard, and a solution is in sight!

How to Make This Happen Sooner…

Train agents to acknowledge frustration before jumping into solutions. Empower support teams with AI-driven insights to resolve issues faster.

Stage 5: The Happy Ending (Or So We Hope)

“That wasn’t too bad… I guess?”
Customers leave feeling satisfied or at least relieved. A well-handled interaction turns frustration into loyalty!

How to End on a High Note…

Send a follow-up message thanking the customer for their patience. Offer a discount or loyalty perk if the issue caused real inconvenience.

happy lady on a phone

Final Thoughts – Turning Frustration into Loyalty

Customer service isn’t perfect, but businesses that anticipate and address the five stages of customer service frustration stand out. Saascoms AI-driven communication tools ensure fewer loops, quicker resolutions, and happier customers without the stress.

For a demo on Omnireach, Mailmaster or any of our award-winning customer service platforms please give the team a call.

Contact Saascoms
text messaging

How SMS Bulk Marketing Can Skyrocket Your Customer Engagement

Introduction

We live in a world of digital communication, which is more cluttered than ever through multiple apps, social media platforms and website interfaces. Businesses need direct and effective ways to engage their customers and often overlook the obvious, SMS Bulk Marketing!

SMS Marketing is a powerful communications tool that boasts open rates of up to 98%, making it one of the most effective customer engagement strategies available today. If you’re not leveraging SMS, you’re leaving opportunities (and revenue) on the table.

At Saascoms we have developed txtpro, a self-serve bulk SMS platform for organisations to communicate with customers and prospects.

Why SMS Bulk Marketing Works

Unlike emails, which can get lost in spam folders, or social media ads that are easily ignored, SMS messages are usually read within minutes of being received. Here’s why SMS marketing is a game-changer:

  • Instant Delivery & High Open Rates – Most text messages are opened within 3 minutes of receipt.
  • Personalised Engagement – Businesses can tailor SMS campaigns to customer preferences and behaviours.
  • Cost-Effective – SMS marketing is cheaper than traditional advertising while delivering higher ROI.
  • Increases Customer Retention – Timely SMS updates keep customers informed and engaged.
  • Two-Way Communication – Enables businesses to interact directly with customers via responses and surveys.

How Your Businesses Can Use SMS Bulk Marketing

SMS is versatile in its application, and with RCS messaging finally coming of age, can provide a content rich consumer experience.

  • Promotional Campaigns – Send exclusive deals, discounts, and offers to increase sales.
  • Appointment & Payment Reminders – Reduce no-shows and missed payments with automated reminders.
  • Customer Feedback & Surveys – Collect valuable insights to improve service and satisfaction.
  • Transactional Messages – Order confirmations, shipping updates, and account alerts enhance customer experience.
  • Loyalty Programs – Reward repeat customers with personalised SMS loyalty incentives.

Best Practices for SMS Bulk Marketing Success

  • Keep It Short & Clear – SMS is meant to be quick and to the point. Stick to 160 characters or less.
  • Personalise Your Messages – Use customer names and purchase history to make messages more relevant.
  • Include a Clear Call-to-Action (CTA) – Encourage recipients to click a link, redeem an offer, or reply.
  • Send Messages at the Right Time – Avoid sending texts too early or late in the day.
  • Stay Compliant – Ensure you have customer consent and provide an opt-out option.

How Saascoms Can Elevate Your SMS Marketing

At Saascoms, we provide intelligent SMS solutions that enable businesses to reach their customers effectively. Our txtpro self-serve SMS Bulk Marketing platform features:

  • Advanced Campaign Analytics – Track delivery rates, open rates, and conversions.
  • Omnichannel Integration – Seamlessly connect SMS with email, WhatsApp, and webchat through our Omnireach software for a unified experience.

Get Started with SMS Marketing Today

If you’re ready to boost engagement and drive real results, it’s time to invest in SMS Marketing. Let Saascoms help you create smarter, more effective SMS campaigns.

Contact Saascoms

 

Right Person Contact

The Importance of Right Person Contact (RPC) in Effective Communication

Introduction

Ensuring critical information reaches the right person is more important than ever. Whether it’s financial documents, legal notices, or essential customer communications, getting in touch with the intended recipient efficiently can make all the difference. This is where Right Person Contact (RPC) becomes a crucial factor in any organisation’s communication strategy.

Why RPC Matters

Right Person Contact is vital for businesses that rely on timely, accurate, and secure communication with their customers. Without a high RPC rate, organisations risk delayed responses, compliance issues, and even financial losses due to miscommunication. Here are some of the key reasons why RPC is paramount:

  • Reduce Wasted Effort – Sending communications to the wrong contact leads to inefficiencies and increased costs.
  • Ensures Compliance – Many sectors, such as finance and healthcare, require that sensitive information is delivered securely to the intended recipient.
  • Improve Customer Satisfaction – Customers are more likely to engage when they receive timely and relevant information.
  • Enhance Collection and Response Rates – For businesses in credit and collections, or service industries, reaching the right person increases the likelihood of a positive resolution.

happy lady on a phone

How Saascoms’ MailMaster Improves RPC

Mailmaster has a proven history of improving Right Person Contact rates for our clients. It is one of the foundation blocks of the software and a primary objective in all communications. To deliver industry leading levels of right person communication Mailmaster features include:

  • Data Cleansing – to append email addresses or phone numbers so the starting data is as accurate as can be. This includes checking for ‘live’ numbers and email addresses. Essential for increasing RPC contact percentages and reducing cost to contact.
  • Omnichannel Communication – contact customers via SMS and email using Mailmaster, for maximum digital coverage.
  • Real-Time Tracking & Reporting – Mailmaster can track delivery, bounce backs, open rates all in real time (unlike postal services).
  • Compliance & Security – Securely deliver important documents while adhering to industry regulations. By using SMS and email, information can be password protected unlike traditional mail. Saascoms hold both ISO 27001 and Cyber Essentials Plus.
  • Automated Follow-Ups – If an initial contact attempt fails, MailMaster can automatically send reminders or escalate through different channels.

Man on tablet

The Future of Effective Communication

In an era where communication plays a pivotal role in business success, having a high RPC rate is no longer optional, it’s essential. Companies that leverage technology like MailMaster from Saascoms can streamline operations, improve customer relationships, and ensure that every important message reaches the right person.

Are you ready to improve your Right Person Contact and enhance your customer communication strategy? Contact Saascoms today to discover how MailMaster can transform your business communication!

Contact Saascoms