Customer service is an integral part of any fulfillment operation. And to provide the best user experience, your support organization needs the right information at their fingertips to respond to any and all customer inquiries.
At DMD, we take great pride in our client support team and know what it takes to deliver exceptional service. We’re uniquely qualified to help your customer service group whether through furnishing integrated reader information to use in your own call center or through outsourcing of the entire call center function.
Who Are Your Callers?
Due to AMA restrictions, many healthcare publishers can’t own the names in their circulation file. When readers call with a request or question, these publishers are powerless to offer any meaningful assistance.
Unless they work with DMD. We can link their file with the AMA database and any number of other databases through the unique Medical Education (ME) number of journal recipients. With access to this information, the magazine’s call center reps can review rich profiles of every reader—while they’re on the phone—to answer their questions and quickly spot other publications for which they might qualify.
The Outsourced Solution
Publishers are in the business of producing quality editorial and attracting advertisers, not running call centers. Recognizing this, many healthcare magazines opt to outsource their customer service function to a trusted organization that can supply a better customer experience at a lower cost.
DMD performs this service for several clients today, supporting their fulfillment operation through a number of channels:
- Telephone
- Fax
In doing so, we utilize all the data sets at our disposal and staff our center with knowledgeable, courteous representatives who strive to maintain and enhance your readers’ impression of your publication and company.