New ESP + Agency View – Be Proactive with Customer Issues

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  • February 27, 2015

Recently we launched a very simple, but incredibly powerful screen for our ESP and Agency customers.  One of the biggest concerns we hear from Sr. Account Managers within ESPs and agencies is that they hate answering the phone to an upset customer.  Who wouldn’t hate that?  Typically, it’s because their opens and clicks are down and the ESP or agency wasn’t aware of the problem.  The Account Manager then goes into fire-fighting and apology mode, dedicating resources to start manually digging to find out what’s going on.

With complete simplicity, we’ve built one page that eliminates the majority of this concern.  What’s so special about this page?  It tells them exactly which customers have problems, and is sorted by those with the most critical issues.  It does this in real-time.  Of course, they can click through on any customer and pinpoint exactly why they’re having issues by digging into the alerts, bounces, and deferral codes.

So now, instead of waiting for that dreaded phone call…the Account Manager can have the problem solved before the customer even knows they had a problem.  Instead, the AM gets to call the customer and play the role of the hero.

ESP + agency view showing which customers have problems and where to focus their energy

ESP + agency view showing which customers have problems and where to focus their energy

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