Tag Archives: mailmaster

Annoyed customer

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

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Introduction

Customer Service can be a rollercoaster, sometimes smooth and sometimes stomach churning. Whether youā€™re the one picking up the phone or the one taking the call, thereā€™s a universal truth, customer frustration is real. But handled the right way, even the most exasperated customers can leave feeling valued. So letā€™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 Aliveā€¦

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 billingā€¦ and then 5 for account infoā€¦ 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 Confusionā€¦

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 ā€˜repeat your issueā€™ scenario. Customers feel like theyā€™re stuck in a time loop, explaining the same problem to multiple agents!

How to Prevent Thisā€¦

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 Soonerā€¦

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 wasnā€™t too badā€¦ I guess?”
Customers leave feeling satisfied or at least relieved. A well-handled interaction turns frustration into loyalty!

How to End on a High Noteā€¦

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 isnā€™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
Financial Year end 2025

New Financial Year – What Are Your Business Resolutions?

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Introduction

The new tax year starts on April 6th and for many businesses and organisations this is aligned to their new financial year. Whereas the run up to year end is often focused on chasing up outstanding debt, reducing stock levels and maximising sales to finish the year on a high; the new financial year is a time for the implementation of new ideas to move the organisation forward.

So how can Saascoms help?

Award Winning Customer Services Software

For over 20 years Saascoms has been developing customer services and digital marketing software which is used by over 700 brands globally. From digital letters to omnichannel communications, AI integrated customer services to bulk SMS, we are the communications experts.

Saascoms has been recognised by the Credit & Collections Technology Awards every year since 2019, held the title of ā€˜Number 1 Premier Power Companyā€™ for the last two years and has been awarded a ā€˜National Innovation Awardā€™. As we enter the new financial year, here’s why you should be talking to Saascoms.

Products & Services

If your organisation engages in customer services marketing, you need to be aware of what Saascoms has to offer. Hereā€™s our top three:

Mailmaster

if you send lots of letters, confidential or otherwise, the cost of posting is astronomical. Do you know if the letter is even opened? Replace physical letters with Mailmaster digital letters. First, we send a text, then the recipient completes a security check. Then the letter is downloaded. The letter can be interactive, so view a balance, make a payment, place an order, book an appointment or complete a survey!

Omnireach

Customer service includes admin and signposting, which if dealt with by a live agent can be costly. Also, customers may interact across multiple digital channels including email, chat, social media and text. This can get messy. Not with Omnireach! Our AI Saasbot handles Identification and Verification (ID&V), assesses the initial query across the digital non-voice platforms your organisation uses and if Saasbot canā€™t resolve the query; only then will it be passed to a live agent with all the previous customer comms on one screen.

txtpro

Direct, simple, uncluttered and opened by over 95% of recipients ā€“ the humble text message! txtpro is a self-serve platform for bulk SMS messaging. Itā€™s as easy as uploading your numbers, writing your message and scheduling delivery times. The reporting suite provides delivery rates and bounce backs, you can adapt for two-way messaging also.

At Saascoms we are at the cutting edge of customer services marketing and communications, powering global brands and constantly innovating. So as we enter a new financial year, get in touch to see how we can impact both your top and bottom line.

Contact Saascoms