Category: Mango

How to Best Use Email for Customer Service

Posted on by Mango
using email for customer service blog featured image

There’s a very good reason why we call ourselves a ‘Contact Centre’.  

It’s because in today’s ever-evolving world, we are now spoilt for choice when it comes to communicating! From phone calls to emails, live chat to social media – getting in touch is literally just a few taps away. 

Using email as a contact method has long been a firm-favourite among customers, staff and companies alike. Not only are they convenient, they’re super easy to track and they save time.  

But using email for customer service is a very different game compared to other methods, and is only truly effective with the right tips and tricks. As we have been a professional email management service provider for the last 15 years, you can be sure we have a few up our sleeve! 

In this blog, we reveal how we ensure great results using email for customer service… 

How to Ensure Effective Emails for Customer Service 

While anyone can write an email, believe it or not, there is a knack to being a pro when using it for customer interactions. So long as you tick the boxes below – you’ll be on a roll – trust us! 

Set Up Automatic Email Acknowledgements 

When a customer sends an email, it’s common courtesy these days to set up an automatic response that they’ll receive instantly. 

It might not contain the exact answer they’re looking for – but it’s a great way to put a customer’s mind at ease. How? Well… 

  • It lets them know that their query has been delivered 
  • It gives you a chance to thank them for their time and get the communication off to a positive start 
  • It allows you to set expectations, e.g. inform them when they can expect a response from a customer service agent 
  • You can direct them to helpful resources that you have available, e.g. an FAQ page, social media channels etc. 

In short: customers value companies that deliver prompt responses, rather than ones that have them feeling left in a limbo. Automation is an easy, effective way to meet this need. 

Remember Your ‘Please’ and ‘Thank You’s 

While it is common sense to have good manners in customer service, it’s worth reiterating how it makes a world of difference in any and every situation. 

For example, not remembering general niceties can be enough to lose a customer. People have high expectations these days, and missing out on showing consideration is very difficult to recover from – especially with emails being trackable! 

Having templates ready-made for yourself or your colleagues is a super effective way to ensure manners are never put on the backburner. Plus, it saves lots of typing time! 

Some phrases we recommend using are: 

  • ‘I hope you are well today’ 
  • ‘Thank you for getting in touch with us’ 
  • ‘Please can I ask for more information regarding XYZ’ 
  • ‘I look forward to hearing from you’ 
  • ‘Many thanks again for your query’ 

Respond With Either an Explanation and/or a Solution 

Once your autoreply has been sent, it’s vital to investigate the customer’s query as soon as you can. 

If you have a timeframe to work to (e.g. 24/48 hours), responding to them within or well before the deadline is ideal. Every scenario is different, but for more complex queries, don’t try to rush yourself. It’s important that you take your time so you can be thorough, and find solid answers to the questions asked to limit escalations. 

Even if you don’t have a full explanation, remember to keep the customer up-to-date regularly with progress reports, just to keep them in the loop. 

Of course, there will be other queries that you can resolve quickly and easily. Just make sure you educate the customer so they are gaining more value than just the answer they were looking for. This could be the case if they ask your opening times, for example. You can give them the answer, then highlight where this information is available on your website/social media channels. 

Going back to the customer with an explanation and a solution will provide them with a sense of relief, knowing that their situation is in good hands. 

Remember to Follow-Up 

Whether it be an order confirmation, a ‘thank you’ after a donation, or a summary of next steps when dealing with a more complicated query – sending a follow-up email puts the customer at the forefront – no matter how big or small their initial reason for getting in touch was. 

Being a Contact Centre, we know a thing or two about how important keeping in touch is – that’s why we use email services in conjunction with our telephony.  

We find sending email responses at the end of calls, depending on the outcome, request, or individual requirement, makes for a great ‘switched-on’ approach to servicing customers. 

Depending on the need, we do this either manually, or through automation. Either way, it provides added value in a world where customers expect more from companies and organisations. 

Email Management Services at Mango 

If your customer service emails are getting on top of you – fear not! That’s what Mango’s here for.  

As an expert email management company, we will dedicate ourselves to learn all about your business, so that we can answer queries with confidence in the tone of your brand.  

Whether it be a permanent fix, or a matter of lending a helping hand during a seasonal spike in volume; by outsourcing your email management to Mango, we help free up your internal resources, saving you precious time at a cost effective price. 

Want to get started? Or have any other questions?  Let’s chat! You can talk to Mango by phoning 028 9147 5200, emailing info@talktomango.com, or dropping us a message here! 

For more top tips and insights, check out the rest of our blog. 

Tracking Call Quality: Our Top Hints and Hacks 

Posted on by Mango

Call quality impacts everything in a Contact Centre; from operational efficiency to client satisfaction. 

In an ideal world, it would be nice to assume that everything is always hunky-dory – but tracking progress is an essential procedure to ensure service is continuously optimised. 

At Mango, we have honed the art of nurturing, tracking and improving call quality – in several ways in fact! 

In this blog, we provide a full rundown of hints and hacks that we use to ensure call quality is in tip-top shape. But before that, let’s look at why it’s important to do in the first place… 

The Importance of Call Quality Checks

Whether a person is calling to make a donation, purchase an item, or ask for assistance – they will likely encounter the brief message: “This call may be monitored for training and quality purposes.” 

While this is a common occurrence in this day and age and may go unnoticed by most – this plays a huge part in how Contact Centres like ourselves measure how well a query is being handled.  

This is vital because, according to 123 Form Builder’s 2023 customer service statistics, how we manage interactions and provide experiences is now more important (and demanding) than ever before: 

  • Customer support requests are up to 14% from last year; 
  • 81% of people claim that receiving good customer service makes them more likely to return; 
  • 70% of the conversion experience is based on how the customer is treated; 
  • More than 60% of customers now expect companies to meet all their needs; 
  • 64% of businesses say they can notice sales growth due to good customer service. 

If done right, these benchmarks for success can reap many rewards across the board. For example:  

  • Positive interactions provide an enjoyable experience for both the caller and the agent; 
  • Consistently good experiences can nurture client-customer relationships and boost reputation; 
  • Agents will enjoy praise, recognition and a boost in morale.  

How We Track Call Quality at Mango 

We understand that every agent will have different skills. So, to ensure the above outcomes, we track call quality in different ways to help identify gaps and set new goals as a result… 

Call Recording and Listening 

Call recording and listening is a classic quality monitoring method. It gives a first-hand, detailed insight into how calls flow, how the agent solves problems, how rapport is built, and so much more! 

Using our very own PCI-compliant call recording app, designed inhouse by our expert IT team, our Contact Centre management and client services teams can securely listen to calls to spot areas for improvement from both an agent and process perspective. 

These calls are then used to aid agent training and client calibration sessions… 

Call Calibration 

Call calibration sessions are regular meetings held between our client services team and clients to discuss and rate calls.  

Not only do we understand that every agent is different, but we also know that each client has different expectations and requirements. Call calibration is the key to unlocking what these are, so we can work with transparency and partnership at the forefront. 

At Mango, we believe this strategy helps to: 

  • Define best practices 
  • Determine preferred call flows and formats 
  • Optimise scripts 
  • Set new objectives  
  • Revisit how areas have been improved 

We then use this information to map out feedback sessions with agents, or examine new processes and approaches that will enhance efficiency, productivity and quality. 

Feedback Sessions  

At Mango, we host regular ‘1-2-1’ meetings between Team Leaders and Contact Centre agents. They are used primarily to give agents feedback, but are also used to check-in with how they’re doing/feeling, and help them grow in their roles.  

Having dedicated feedback sessions with agents gives them the perfect opportunity to reflect, learn and adapt – therefore optimising their performance over time. This is where the call recordings come in handy – allowing them to listen to their skills in action (as well as other agents’ high-quality calls), independently score themselves and identify focus points for the future. 

Having the Right Tools 

High-quality service is delivered in several ways. While the agent will be responsible for the spoken interaction, they still need additional tools to provide a totally seamless experience. 

Our Contact Centre management and client services teams are always brainstorming and strategising new ways we can make processes sleeker and better than they were before.  

Enter: our fabulous IT team to make the dream a reality! 

With thanks to them, we have been able to create bespoke systems, tools and apps to ensure campaigns are fully catered for. Not only this, but they have also developed many internal solutions which help with tracking quality, such as: 

  • Agent journey app – a record of agent progress 
  • Staff training app – a record of what training they have completed/are yet to complete 
  • Agent notes app – a space for agents to securely store training notes 
  • MChat – our internal-only chat platform for staff to communicate updates across all levels of the business 

Ensuring Consistent Call Quality 

Quality monitoring is a continual process that forms an integral part of business operations, no matter what industry you’re in! 

By implementing the above hacks into our daily processes, we have spotted huge opportunities for both our clients and staff, as they have allowed us to consistently evaluate and improve performance. 

If you are looking for a high-quality Contact Centre solution – talk to Mango today!  

Customer Service Tips – Hear it From the Experts! 

Posted on by Mango

No matter what industry you work in, it helps to know how to give someone a great experience. 

Being a pro in customer service goes a long way in making a memorable impression. We’ve seen it first-hand – from our internal client service teams right through to our HR department – building a rapport is key in setting yourself apart from the rest! 

So, if you’re on the lookout for some customer service tips and suggestions – the experts at Mango have you covered. 

The Best Piece of Customer Service Advice We Can Give You… 

While there are many ‘quick wins’ that achieve good customer service, it is best to have a solid understanding of what makes a real difference.  

We live by what is known as “the three ‘Ps’” – AKA the most important qualities of customer service. That being said – in true Mango fashion – we’ve added a fourth element to the mix that we think is just as imperative. 

These three qualities centre around: 

  • Professionalism 
  • Patience 
  • Having a ‘People-first’ attitude 
  • And, our fourth addition: being Proactive 

Although it varies from customer to customer, as long as you’re following these guidelines, you’ll always be on the right track! 

Here’s a few more top tips that are also fail-safe: 

Be as Accessible as Possible 

These days, customers want instant responses and resolutions. So, the more accessible you are, the more easily you can meet the needs of more people. 

There’s a lot of things you can do to tick this box, such as: 

By doing this, you are proving that you are customer-focused, and that you’re invested in helping them with whatever query they may have, at whatever point in the day suits them. 

Use the Right Tools

If you want to deliver the best possible support, then it benefits to have the right platforms and tools in place. 

For us – whether it be answering calls or emails – we would be nowhere without our inhouse IT team. These guys are there to make sure we have all the essential components for great customer service – from data, equipment, software and scripts as and when we need. Thanks to this, we can effortlessly handle whatever is thrown at us, as everything is programmed to automatically guide us through each step of the way! 

Helpful resources can be anything and everything – from handy cheat sheets, project-dedicated chat channels, to even industry-specific newsletters. These all add up in optimising your customer service, plus they make your life a lot easier, too! 

Always Thank the Customer, No Matter What

Customer appreciation is important for many reasons. First and foremost, it can help make customers happy. And a happy customer is more likely to not only come back, but also spread the good word about your excellent service.  

Everyone likes to feel valued, and customers are no different. That’s why it’s vital to say thank you and go above and beyond in any and every situation. 

You can find more specific tips about rapport building techniques to boost your call quality over on our blog page. 

Use Positive Language 

Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While it happens to the best of us, being proactive works wonders in changing a conversation around. 

For example, a customer wishes to buy a product, but it is back-ordered for a month. Consider the following responses: 

  • Negative language: “I can’t get you that product until next month. It is back-ordered and unavailable at this time.”
  • Positive language: “What a great purchase. That product will be available next month. I can place the order for you right now and make sure that it is sent to you the minute its available!” 

What a difference it makes telling your customers what you can do for them instead of what you can’t! Redirecting the conversation from negative to positive places focus on the solution, rather than the problem. When the outcome takes centre stage, it eases the situation and distracts from potential backlash. 

There’s lots more customer service tips that we could give you, but we’ll save these for another blog, and leave you with another great piece of advice from Douglas Adams: “To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity”. 

Stay tuned to our blog page for more helpful tips and tricks every other week. Or, if you want to have a chat sooner rather than later, get in touch today! 

Contact Centre Outsourcing: Why We’re Better Than Offshore 

Posted on by Mango
Contact centre outsourcing / offshore blog post featured image

Contact Centres are an invaluable asset, and have been for over three decades! Our team have been there from the start, so we’ve seen first-hand how much the industry has grown and advanced. 

With the rise of social media and technology innovations; it’s safe to say that Contact Centres are ever-evolving, and more appealing than ever to companies and charities that want to better cater for their growing audiences. 

If you’re considering outsourcing to a Contact Centre, then it helps to do some research and know what’s available to you. One big decision is choosing between Contact Centres closer to home, or those further afield.  

In this blog, we’ll dive deep into the differences between opting for an outsourcer like Mango, versus an offshore alternative. So, let’s get into it! 

Why Outsource to a Contact Centre? 

Contact Centre outsourcing means partnering with a third-party who will handle some or all of your telemarketing operations.  

But it doesn’t just stop at telephony. The key reason we call ourselves a ‘Contact Centre’ over a ‘Call Centre’ is because it better reflects the vast range of services we offer, such as email management, live chat, fulfilment and more. 

Hiring a Contact Centre comes with many benefits, as it can help both corporates and charities with: 

  • Mitigating risks 
  • Leveraging extensive experience 
  • Saving time 
  • Meeting demand 
  • Reducing costs 
  • Boosting loyalty 
  • Increasing sales and satisfaction 
  • Generating leads 
  • Improving efficiency 

All with no disruption to existing operations, it really is a win, win! 

Not only this, but by outsourcing to a Contact Centre, you are investing in building relationships and bonds with your audience. Being professional communicators and listeners is just some of the many skills our advisors possess – but it’s what ensures customer/supporter retention and a good reputation. 

With all these reasons in mind, the next step is finding a Contact Centre that’s right for you. But first, a little background on what we mean by ‘offshore’… 

What is Offshore Outsourcing? 

Offshore outsourcing is when an organisation transfers its calls overseas. 

In the 1990s, this was a big trend because it was always associated with cheaper costs. Locations in India, the Philippines and South Africa marketed themselves as go-to offshore Call Centre destinations. 

While offshore Contact Centres were a mainstream option in the earlier days – there has since been a steady stream of organisations returning their operations to the UK.  

Why? Because going offshore comes with inevitable and extensive challenges.  

With today’s world having more channels to voice their experiences and opinions, we have seen common issues arise when it comes to offshore solutions, with the main ones being: difficulties with language barriers, time zone differences, lack of trust and transparency. 

While an offshore Contact Centre might be tempting – be rest assured that you can avoid all these concerns and get all the perks of a Contact Centre based in the UK/Ireland (and then some!) at a truly competitive price.  

contact centre outsourcing - group of people in a meeting in boardroom

The Benefits of Outsourcing to Mango vs Offshore 

At Mango, we have uniquely positioned ourselves as pioneers in full-service telemarketing across the UK, Ireland and internationally. 

We might have used a bold statement to say we are better than offshore, but here’s all the reasons why we firmly believe this is true…

We Are Cost-Effective 

We know offshore Call Centre pricing has been a big hook in encouraging UK/Ireland organisations to make the move. The truth is, you can enjoy high quality services without breaking the bank! 

At Mango, we pride ourselves on our fantastic service level achievements. We want this to be accessible to businesses and organisations of all sizes, and have worked with every kind from small to big over the years. 

As such, our costing model is unique in that you can surpass your goals at an affordable price.  

We Are 24/7/365 

No need to seek help from Contact Centres based in different time zones. No matter what time you open/close, we are always on-hand to help. 

Being 24/7/365, we can extend operations on your behalf so you can remain connected to your audience and never miss an opportunity again. Our out of hours call handling service is also scalable, so we can be flexible to meet demand and your goals. 

Plus, every Mango client has a dedicated Account Manager who is easily accessible to you as and when you need them to ensure a truly seamless campaign. 

Mango contact centre - staff smiling looking at computer - IT team

We’re Only a Stone’s Throw Away 

Based in the beautiful seafront city of Bangor, Northern Ireland, we are only a 20-minute drive from Belfast City Airport, and 30 minutes from Belfast City Centre. 

To be honest – with only being an hour plane journey from London – you would be quicker getting to us than if you were driving from one end of London to the other! 

Perfectly situated, we cater to many clients in Ireland, Mainland UK and beyond.  

Fancy a visit? Just let us know and we’ll be more than happy to welcome you! 

We Provide End-to-End Telemarketing Solutions 

As we alluded to earlier in this blog, we are a full-service telemarketing bureau.  

Whether you’re looking for a standalone service or a mix, we can create bespoke packages so you can be as accessible as possible to your audience. 

Whether you need help with other services such as email management, live chat, fulfilment, SMS/PSMS or social media – we do it all! 

mango direct marketing boardroom, orange mugs and notebooks, bottles of water, contact centre outsourcing meeting

We Are Experienced 

As Mango approaches its 15th anniversary, it’s safe to say we are highly experienced, with our senior management team having 100+ years combined experience in the telemarketing industry! 

This experience spans beyond management. The beating heart of our Contact Centre is our advisors, so investing in them and their development is our tip top priority.  

We ensure from the moment staff start at Mango that they are excellently trained and that this is maintained. We understand that everyone learns in different ways, so we tailor our approach to meet the needs of everyone who joins the Mango family. 

It’s thanks to this, that we have been able to boast fantastic attrition rates, especially compared to offshore Contact Centres. We’ve also been able to rapidly expand, with a brand-new building and state-of-the-art training suite underway and coming VERY soon! Watch this space! 

We Are Engaging and Empathetic 

Rapport building is at the core of our practice. Our advisors not only hear what the caller is saying, but they feel it too.  

We like to provide experiences as well as services, and this can only be achieved through encouraging personalities to shine and natural conversations to flow. 

With offshore, there’s no guarantee that your audience will feel engaged or receive first-class treatment on every call. With Mango, we believe excellence should be what you expect, not what you pay extra for.  

Talk To Mango 

We understand that moving your operations to a telemarketing agency is a big decision, with lots to consider.  

At Mango, we are a team of innovative, ethical professionals with a wealth of telemarketing experience in all its aspects. There’s not a lot we can’t answer, so if you would like to discuss Contact Centre outsourcing with us, please feel free to get in touch today! 

Rapport Building Techniques That Will Boost Your Call Quality 

Posted on by Mango

At Mango, we believe in quality over quantity when it comes to call handling. While other contact centres may prefer speed over substance, we give you the chance to make real connections and conversations with people from across the globe. 

How do we successfully achieve this? Our secret ingredient is rapport building. 

The way we look at it: building rapport on calls is what takes an experience from ordinary to extraordinary. You just need to know the right tips and tricks to achieve it… 

This week, we’ll give you full insight into our top rapport building techniques that are guaranteed to boost your call quality, create lasting impressions, and help you have fun in the process! 

Why is Rapport Building Important on Calls? 

Whether it be to place an order, donate to charity or make an enquiry – when someone calls a business or organisation – they will be looking to you for help. They could be feeling a range of emotions, but what will always maximise their experience is clear, empathetic, friendly communication. 

Fostering good rapport with the person on your call will bring an array of benefits to everyone involved. It works almost like a knock-on effect, think about it: it helps the conversation run smoothly, which makes it more enjoyable, and generates better results!  

Not only that, but adopting a positive, proactive approach to call handling can also lead to improved work wellbeing. 

We LOVE this quote from Call Centre Helper:  

“Good rapport isn’t about making best friends with the caller. It means creating a comfortable state where all parties converse freely and comfortably. The extra benefit is that it makes the time spent with the caller more enjoyable for the advisor.” 

We could keep talking about the many benefits of rapport building – but that would probably need a blog of its own! Instead, let’s dig into how you can accomplish all the above and more with some good rapport… 

Our Top Tips to Build Rapport 

With some tweaks to your call structure and further training, you’ll see a world of difference in your call quality – and here they are… 

Ask The Caller How They Are 

In today’s digital-first world, don’t lose that all-important human connection. Spark a down-to-earth conversation by asking the caller a simple question that’s not related to their query. In our experience, you can never go wrong with “How are you today?” or “What are your plans for the rest of the day?” to instil a person-centred approach and help them feel instantly connected. 

We recommend that before you start that separate conversation, wait until you determine their name and the reason for their call, so you have a clear understanding of what you need to do to help them. From here, when you can find a natural gap, ask away! 

At Mango, we like to take conversations one step further. For example, after asking the caller how they are, reply to their answer with a positive response, such as: “I’m glad you’re having a good day”, as this shows that you’re engaged and personable. 

Make a Point of Using Their Name 

Using a person’s name in conversation creates a culture of respect, acknowledgement and consideration for the discussion. It makes the caller feel special, and establishes a positive tone for the rest of the conversation. 

This all ties in with being an active listener. By being fully present and mentally engaged from the get-go, you will be providing the caller a tailored service that they won’t forget.  

Our training focuses specifically on call courtesies – so if you’re new (or thinking of joining us!) – don’t worry, as we’ll cover everything you need to know to make your calls stand out. 

Show You Are Listening 

Listening is a BIG part of the job, but it can be easy to forget to let the caller know you’re listening. Doing this can really boost call quality and user experience, and all it takes is a little fine-tuning… 

  • As the caller can’t see your facial expression or body language cues, remember to use your verbal nods e.g. responding with soft sounds to express agreement or signal acknowledgment. 
  • Lay out clearly and concisely how you plan to help them. For example, if a caller has multiple requests, break these down and repeat them back, telling them what you will help them with first. 
  • Allow the speaker to finish what they are saying, avoiding interjection as best you can. No matter how many techniques you are taught to use on the phone, common courtesy will always be essential! 

Top tip: at Mango, we also encourage our advisors to repeat key points back to the caller as another way to show active listening. 

Think From Their Point of View 

No matter the situation, it always helps to put yourself in the other person’s shoes.  

If it was you calling, how would you like the call to be handled? This is a great benchmark to use when setting an authentic tone for each and every call. If you approach the call in a manner that would work for you, then you’re already winning! 

Our Managers play a key part in helping advisors out with this. Whether it be through doing role playing scenarios, giving them calls to independently score, or arranging feedback sessions – we understand that everyone learns this skill in different ways. 

Ask to Call Listen 

It’s better to hear what makes a good call than guess what makes a good call. 

Prior to your training and upskilling sessions, ask your Team Leader to find some example calls from across the contact centre. You can then score these yourself and compare to your own. 

Alternatively, ask to call listen live with an experienced advisor so you can pick up new tips and ask them questions after the call. 

While we believe in tailored training, we also firmly believe that call listening is one of the best ways to enhance call performance and quality. Not only does it identify new areas for improvement, but it gives you something to aim for and track as you progress in your role. 

Every Interaction is Important at Mango 

At Mango, we encourage our advisors to engage with callers on both an emotional and personal level, giving them space and time to listen attentively, show empathy and – most importantly – be themselves. 

By implementing all the above, we promise you’ll see a huge difference in work wellbeing, caller satisfaction and call quality, to name just a few! 

If you have any other techniques and tips on rapport building, please let us know in the comments below! 

You can also visit our blog page for more handy hacks on other hot contact centre topics. 

The Benefits of a Live Chat Service

Posted on by Mango
person holding phone, orange and purple message bubbles gravitating from phone, live chat service, live chat message, text saying 'the benefits of a live chat service'

In this fast-paced world, real-time engagement is highly attractive to customers across the globe. 

There’s nothing better than visiting a company’s website and seeing that they are 24/7; you know you can get help straightaway, instead of having to press pause on your query to wait for ‘normal’ opening hours to resume. 

Whether customers prefer to jump on a call, or would rather send a quick message – offering live chat as an additional service means you can help more people.  

Over the years, we’ve encountered lots of great benefits that come with a live chat service. So let’s take a closer look at what these are, and how you can get started… 

live chat service, live chat room, green banner, online message on black phone

Having a Live Chat Service: Top 4 Benefits 

With everyone living such busy lifestyles, the above scenario can be incredibly frustrating. Yet, as you can see, it can be very easily avoided! 

Believe it or not, the benefits of live chat stretch far beyond just giving your customers a convenient way to get in touch with you. It improves the support experience, boosts productivity, helps you get to know your customers better, and informs your product decisions. 

Here’s the full rundown of advantages you can expect: 

It Meets the Needs of Your Customers 

In today’s fast-paced world, live chat is beneficial because of its immediacy and convenience.  

According to LiveChat.com, customers now expect live chat to be available on a website. With 42% of businesses reporting consumers prefer phone support (kayako), live chat makes the perfect addition to your available support channels. 

For those who like to use live chat to reach you at the exact moment they have a problem that they can’t solve, this is a much better option than sending an email, as often they are usually met with a bounce back that says ‘please allow up to 48 hours for a response’. 

It’s no wonder why customer satisfaction ratings are so high for live chat! 

person smiling at phone holding coffee cup, live chat message bubbles, speech bubbles, live chat service

It Gives You a Competitive Edge 

Everyone wants to be the best in the business. To do that, you need to position yourself as the go-to over your rivals. 

For example, if other companies like yours don’t offer live chat (or provide low-quality chat support), then this gives you the chance to do it right. 

Imagine providing your customers with robust, reliable support services across a range of methods – you would be miles ahead of the rest! And, with people being more vocal about their experiences online, having a multichannel approach to customer services is vital in this digital world!  

It Builds Stronger Brand-Customer Bonds 

As we already know, different people prefer different contact methods. By presenting a wider range of options, customers will feel that you’re more responsive, more available and generally more interested in what they want. This can make huge waves in building trust with customers of all kinds, no matter their preference. 

With a live chat service, you can also offer longer service hours (If you aren’t already 24/7), covering evenings and weekends. Again proving that you’re invested in fitting your customer service around your customers’ lives. 

Mango Direct Marketing employee sitting at desk in front of computer smiling, blonde hair, orange lanyard, live chat service

It Reduces Escalations 

Majority of the time, issues that escalate, could have been easily resolved in the early stages. Live chat offers a fantastic way to get to the bottom of things quickly and effectively. 

There’ll always be interactions that are best handled over the phone, but many simple queries can be resolved quickly by live chat, leaving other agents free to deal with the large, complex support tickets.  

How Can I Get Started With Live Chat? 

Live chat allows you to interact with your customers with the right dose of automation and technology, so you can provide a solution fast. It may sound complex – but trust us – it really isn’t! 

We can help you get started with optimising your contact services by giving you access to… 

  • Our expert IT team, who can create personalised interactions with customers based on their query 
  • Our 24/7, 365 days approach, so customers can start conversations with you at any time 
  • The option to have live chat as a standalone service, or as part of a wider campaign that offers a multichannel service  

Whatever support you need with starting up a live chat service, we are more than happy to chat more about how Mango Direct Marketing can help! So go on, say hi! 

4 Ways Businesses Can Support Charities 

Posted on by Mango

Supporting charities brings many benefits that go beyond that feel-good factor.  

For example – working with charities can create team building opportunities, strike up new partnerships, enhance corporate identity and boost staff morale – to name just a few! 

Whether it is for the above reasons or not, companies big and small have the power to make a real difference. 

It may sound like a big task – but nowadays it is easier than ever to support charities in a variety of ways! With plenty of tried and tested methods, you can trust us at Mango to advise on some of the best ways your business can be more charitable! 

Think Outside the (Donation) Box 

If there’s anything we’ve learned over the years, it is that gone are the days where you can rely on donation boxes being scattered around the office! 

While they are still handy to have, these days, businesses and individuals alike need to think bigger and quirkier in order to spark interest.  

It’s the creative fundraising ideas that stick in people’s minds: they build anticipation and make lasting memories for those taking part.  

But where to start? Inspiration can be found everywhere and anywhere – especially online! In a world of crowdfunding and viral challenges, social media in particular is an ever-evolving hub of creative ideas. But it all comes down to choosing the best fit for your company or charity. 

At Mango, we’ve done everything you can think of! From marathons, mud runs, baking competitions, fancy dress days, challenges, jumble sales, charity shop runs with our company van, and so much more! 

Get Staff Members Involved 

If you want to know what will get people excited and engaged, the simple thing to do is ask them directly! 

If you give everyone a chance to nominate (either by online survey or pieces of paper in a hat – whatever’s easiest!) then you know you’ll be supporting a charity that’s close to your employees’ hearts. 

You can also create a charity committee within your company, where staff members can collaborate to come up with fresh ideas and encourage others to take part in fundraising activities. This helps to spread responsibility and get more people ramped up! 

Here at Mango, we have a dedicated Employee Engagement group who meet every month to discuss and plan activities, with a charity focus always at the forefront of everything we do! 

Consider The Time of Year 

Approaching things from a seasonal perspective can really help with planning, as well as prioritising certain charities and events that align with your company’s values. 

What’s handy is that if you research online, you’ll find that almost every month has a charitable focus. To help you get started, we’ve listed a few events that happen each month of the year – but be sure to check in with your favourite charities on what their plans are! 

  • January: Dry January, Love Your Liver Month, Cervical Cancer Prevention Week 
  • February: National Heart Month, World Cancer Day, Time to Talk Day, Rare Disease Day 
  • March: Prostate Cancer Awareness Month, Ovarian Cancer Awareness Month, International Day of Happiness 
  • April: Bowel Cancer Awareness Month, Stress Awareness Month, MS Awareness Week 
  • May: Action on Stroke Month, National Walking Month, Deaf Awareness Week, Mental Health Awareness Week 
  • June: Carers Week, Men’s Health Week, Cervical Screening Week, Diabetes Week, Breathe Easy Week 
  • July: 24/7 Samaritans (The Big Listen), World Hepatitis Day 
  • August: Cycle to Work Day 
  • September: Urology Awareness Month, Migraine Awareness Week, World Suicide Prevention Day, National Fitness Day 
  • October: Breast Cancer Awareness Month, National Cholesterol Month, Dyslexia Awareness Week, World Mental Health Day 
  • November: National Stress Awareness Week, World Diabetes Day, World COPD Day, Movember 
  • December: World AIDS Day, International Day of Persons with Disability 

PS – you can find lots more through useful sites such as Awareness Days and many more!  

Most Importantly, Have Fun!

We understand that supporting charities is serious business. But, the best way to get people involved and invested is by making the journey as fun as possible! 

Think about it – the wackier the idea – the more people will ask questions. The more conversations you have with people about your plans, the more you can spread the word and entice people to partake. 

As we mentioned before, charity events are a brilliant way to get teams from other departments mingling and bonding. So the more effort you put in, the better it is for everyone involved. 

What’s Next for Mango?

On Thursday 25th May, our very own Team Leader Operator Sheila and her sister Keaver will be shaving their heads and donating their hair “to bring a smile to a child with a simple gesture that we take for granted every day”. 

To support them, we will also be hosting a few challenges and activities, such as: 

  • A #OneChipChilliChallenge, to see who out of our volunteers can handle the hotness! 
  • A sponsored wax and shave 
  • A fancy-dress team walk from Holywood to Bangor 

If you wish to/are able to donate, you can do so via our Facebook Fundraiser.

Other Ways You Can Support Charities

For more advice on ways you can support charities, talk to Mango today or check out our socials to see what we get up to: 

4 Benefits of a 24/7 Contact Centre 

Posted on by Mango

There’s no denying that people love efficiency.  

It’s what gets businesses good reviews, boosts their reputation, and ensures ongoing success! 

In our eyes, being efficient means being ready, being reliable and being right there when people need you. Not the easiest task in the world – but well worth the effort.  

One solution that a lot of businesses turn to is using a 24/7 Contact Centre, like Mango. Whether it be for your customers or your supporters, we know all too well that you can’t be present all the time, no matter how much you’d like to be. So, that’s where we come in, and here’s why… 

24/7 Contact Centres: Why They’re Worth Considering 

To put it simply: being responsive leads to high retention, as it limits frustration on both sides. No more delayed waiting times, or dealing with backlogs of queries that jam-pack your day – a win-win we say!  

By reallocating your time to focus on other important tasks, you’re nurturing your business for further growth. With an outsourced agency like Mango – you can leave the talking to us – so you don’t have to worry. 

There’s a lot more where that came from, though! In this blog, we list our top four benefits you can expect from a 24/7 Contact Centre.

24/7 contact centre point 1

1. You’re Always Available 

Being always available proves a lot to your customers. 

For example: a business that invests in a 24/7 service line shows dedication. That it wants to be there, and cater to those that need it as soon as it can. If the demand is there, then this will certainly set you apart from your competitors, too. 

Plus, in a world where it pays to be able to service as many countries and timezones as possible, a 24/7 service network is extremely valuable. This not only adds an extra dimension of convenience for your customers, but it also helps to diversify your client base by appealing to more people around the globe.  

And let’s face it – the world isn’t 9-5 anymore! There’s no better feeling than when you can tick items off your ‘life admin’ list, without having to rejig your calendar. That’s a feeling that can create a strong bond between you and your customers.  

2. You Receive a Team Tailored to Your Business

With a 24/7 Contact Centre, you can expect to be allocated a main point of contact who will learn everything about your business, as well as your strategic goals and objectives. From here, this information will then be passed over to a specialist team who will undertake detailed and specific training to ensure their performance aligns with your intentions. 

These professional agents will then harness their existing skills and new-found knowledge to work on behalf of your company. Whether it be to take orders, donations or queries – they will literally become a seamless extension of your team. This means you don’t have to repeat yourself, or go through a lengthy recruitment process. Easy peasy! 

3. Creates Positive Relationships

The more accessible you are, the easier and quicker it is to meet people’s needs. People appreciate a rapid response, which can then strengthen loyalty, spur positive reviews, and even strike up new relationships.  

Nurturing these new relationships is also essential. By being ‘always on’, you have more time to provide a great experience and prove that you’re reliable. 

4. You Never Miss an Opportunity 

An immediate response is even more critical when it comes to new business opportunities. 

For example: if someone wants to purchase a product or make a donation, and you don’t offer a 24/7 service, then these valuable customers could be lost forever. Even if they intend to call back the next day, or leave a message, people are much more likely to commit if their queries are answered quickly.  

The same goes for resolving issues. If a person is left waiting to fix an urgent problem, then chances are they may have a degree of frustration in their voice when they eventually get through to you. With a 24/7 service, you don’t miss any opportunities to make the situation right straightaway. 

Mango Direct Marketing: A 24/7 Contact Centre You Can Count On 

We know taking the leap to outsource to a 24/7 Contact Centre can be seen as a big deal. But we’re here to assure you that you’re in good hands with Mango. 

With an ethical approach at the heart of everything we do, things are done differently here to achieve excellent results for both our clients and our team. 

We understand that having someone else represent your brand is hard. That’s why trust comes first. Our client engagement team is highly trained to support you and deliver the best experience when people connect with your brand.  

To find out more about what we can do to help you with our 24/7 Contact Centre services, please get in touch and we’ll get back to you ASAP! 

Work Wellbeing: Changing Your Employees From Staff to Family

Posted on by Mango
work wellbeing blog featured image

We spend so much time together at work – almost 85,000 hours in a lifetime in fact!  

In this time, we learn and achieve so much. But we can’t expect to reach milestones without the right support, or enjoy the journey without making memories along the way. 

It is a known fact that the more people feel a sense of belonging in the workplace, they are more likely to commit to that company long-term. Work wellbeing centres around genuinely caring about employees, looking after their needs, and encouraging their best performance by showing appreciation – something we actively strive towards here at Mango! 

Investing in Work Wellbeing: Our Top 5 Tips

As such, we’ve rounded up our top five ways to focus more on work wellbeing, transform staff into family, the benefits that come with this, and examples of how we do it at Mango… 

Provide Consistent Feedback, and Always Include the Positives! 

Think about it: who doesn’t love getting compliments after working your butt off? 

Effective communication and scheduled feedback sessions bring so many benefits, professionally and personally, on both sides!  

Professionally speaking, they promote continuous learning, which aids staff in thriving and succeeding in their roles. From a personal standpoint, they give employees across all levels of the company a chance to get to know each other better, which leads to improved relationships, and develops a greater sense of belonging. In turn, this can turn colleagues into friends – something that instantly makes going into work feel like you’re going to your second home instead.  

When providing feedback, at Mango we always take an ‘attitude with gratitude’ approach. We look for the positives in a person’s development and support them in whatever way they need in order to nurture their potential.  

Organise Engagement Activities and Events 

Whether it be a s**t shirt day, a bake sale or a charity fun run – if it brings people together – it will work wonders in making people feel more connected to their fellow colleagues and the company as a whole. 

In fact, 79% of employees believe fun at work relieves stress, and 62% of employees who have fun at work take less sick days. 

At Mango, we organise monthly engagement days (sometimes more!). We see these as great opportunities to get people from different departments to mingle and spark friendships, as well as give staff something new to look forward to.  

If you’re looking for some inspiration, check out our Facebook page! In the past, the Mango family have done everything including: 

  • Drown a director day 
  • Ice cream truck day 
  • Fancy dress parties 
  • S**t shirt day 
  • Bake sale days 
  • Bring your pet to work day 
  • Pancake day 
  • Sports day 
  • And SO much more!  

Work Parties so You Can All Let Your Hair Down Together! 

Let’s be honest, work parties are great craic, and they‘re where we make some of the best memories throughout our entire careers.  

Whether you go all out with awards, quizzes or tournaments – or prefer to keep it simple with dinner and drinks – a work party is the best way to bond with others and properly get to know the people you see everyday in a non-work-related setting. 

Every year, Mango hosts a Summer party and a Christmas party company-wide. One of our firm favourites is a talent show where any act goes – so you can imagine the anticipation that builds and the laughs we have! We always share highlights across our social media platforms too, especially on TikTok, if you want to have a nosey.  

(Keep your eyes peeled for our upcoming Summer party too…) 

Create a Comfortable Setting 

We know first-hand that making sure employee workspaces are fresh, clean and comfortable can have a significant impact on their wellbeing, performance and productivity. 

Not only this, but an aesthetically pleasing office can spark a sense of pride amongst staff, meaning they will instantly feel proud to work there from the moment they start and all the way through their career. 

At Mango, we offer lots of fantastic facilities to our staff, including: 

  • Scenic backdrops 
  • Pool table 
  • Fancy coffee machine 
  • Plenty of comfortable seating areas 
  • Multiple fully kitted kitchens 
  • Vending machines, stocked weekly 
  • Outdoor space 
  • Balcony space 
  • Shower facilities 
  • Lots of private meeting spaces 
  • And much, much more! 

If you want to see some sneak peeks of our building, check out our video tour! 

Reward Them Regularly

Rewards really do go a long way when it comes to making employees feel valued, and then some!  

For example, rewarding staff has the power to: 

  • Increase productivity amongst employees 
  • Contribute to a positive company culture 
  • Promote a feel-good atmosphere across the workplace 
  • Motivate staff to exceed their goals 
  • Improve morale, especially if they are rolled out regularly and/or rewarded to teams 
  • Boost recognition of hard work, especially if achievements are circulated internally and/or posted on social media 

In fact, rewards (no matter how big or small) can increase feelings of inclusion by up to 38%! 

At Mango, we see non-financial incentives as a multifaceted tool. We love nothing more than saying ‘thank you’ when handing over an Amazon voucher, or enjoying everyone’s company during a ‘Pizza Friday’. It all feeds into something so much bigger – something which we think is definitely worth the investment! 

In a nutshell, work wellbeing is SO important, especially in these current times, and is 100% worth putting at the forefront of your strategy. For more helpful tips, check out the rest of our blog page. 

Mango’s Top Social Media Platforms 

Posted on by Mango

Social media has rapidly become a firm favourite across all generations. It doesn’t matter if you’re 18 or 80 – watching one TikTok video is enough to get you hooked for hours on end! 

With so many platforms now available, all of which are rich with entertainment and information – it’s no wonder why we find ourselves drawn to them for different reasons.  

At Mango Direct Marketing, we’re a sociable bunch. So much so, we thought it would only be fitting to write a blog about the world’s top social media platforms. We’ll dive deep into each, covering what we love about them, what we don’t love so much about them, and everything in between!  

What Are The Top Social Media Platforms?  

Social media has a solution for everything. Want to network for professional purposes? There’s LinkedIn. Want to watch videos to pass the time? There’s YouTube. Looking for inspiration for your next personal or professional project? There’s Pinterest. 

With too many to count, we’ve rounded up our top contenders, so here they are! 

Facebook 

We know many of you will be familiar with Facebook, especially considering its the most popular social media platform with 2.9 billion monthly active users! But are you using it right to meet your goals? 

The reason it’s so popular is because Facebook makes it simple to share photos/videos, exchange messages and post updates (to name just a few!).  

We love using it to support not only our brand, but our clients’ too, because: 

  • Organisations can reach more people than any other platform 
  • It’s a great place to engage your audience, including staff and stakeholders 
  • You can showcase your brand’s personality 
  • Other people can easily find you and make contact 
  • It acts as an extension of your website 
  • It lends itself well to posting a good mix of content e.g. images, short/long videos, polls, stories etc.  

One hang-up we have about Facebook is that because there are so many users, it can be hard to reach the exact groups you want without paying for a targeted ad. But using ads isn’t always a bad thing – it can be really beneficial for expanding your reach and raising brand awareness, especially if you start locally. Another top tip of ours is ensuring you do audience research, use key hashtags and create varied content, as this will help you stand out from the crowd! 

On Mango’s Facebook, you can expect everything including staff profiles and achievements, recruitment announcements, service spotlights and snippets of our work culture! 

LinkedIn 

LinkedIn has 250 million monthly average users. A lot less than Facebook, but that doesn’t mean it’s not effective!  

It’s hard to believe how much the platform has evolved over the years. It’s gone from being a simple job search engine and resume site into a professional hub where industry experts share content, network with others and build their brand.  

We see LinkedIn as a powerful tool that has the potential to unlock lots of great opportunities when it comes to prospective stakeholders and staff! Here’s a couple of other reasons why we think it’s great: 

  • You can keep up-to-date with industry news 
  • Makes it easy to research relevant competitors and trending topics 
  • It can help with Google rankings 
  • You can expand your contacts with a click of a button 

The main thing to be aware of when it comes to LinkedIn is the fact that if you want to make the most of the platform, you have to play the long-game. By investing time and effort into your profile, this will help you build credibility before you start seeing results. We recommend making genuine connections with people you already know in your industry, such as employees, stakeholders and colleagues. You can also connect with other relevant organisations that would be good to collaborate with in the future. Doing this will help to build your audience and engagement the more you connect and post. 

On our LinkedIn profile, we use it to celebrate staff performances, welcome new starts, post company updates and highlight our services – check it out! 

Instagram 

We see Instagram as the fun-loving sibling of Facebook. As they both belong to the Metaverse, they share a lot of similar qualities. However, Instagram is a lot more visually-focused and appealing out of the two. 

Instagram has 2 billion monthly average users, with its popularity proving stronger every year as a result of regular updates that make it more and more scrollable. 

We love Instagram because of its versatility. The way it presents content in a snapshot, grid-like form means people can get an idea of what you have to offer straightaway – something which we think is a huge selling point when trying to attract new followers. 

Instagram is famous for putting its own spin on other features, such as Stories (24-hour-only highlights inspired by Snapchat), IGTV (long-form videos inspired by YouTube) and Reels (short-form videos inspired by TikTok). Because of this, it has positioned itself as a central spot for varied content. 

The main challenge with Instagram is its ever-changing algorithm, which can make it more difficult to push your content out into the world. But with the right content plan, you can overcome this common problem. We advise using a mix of Instagram’s vast features, with a focus on harnessing the power of video, hashtags and high quality photos, as these will be what separate you from the rest! Another handy tactic is competitions and giveaways, as these always ramp up likes and shares, helping you get seen from further afield. 

When you look at our Instagram account, you’ll see we cover everything from funny Reels to funky infographics, tap the link to have a scroll! 

TikTok 

In this day and age, who doesn’t love TikTok? With 1 billion monthly average users, it has become a staple app on phones across the globe.  

For us, it’s the latest addition to our social media remit, and is by far the most fun! We post regularly, and our staff are always game to take part which makes it even more enjoyable for everyone! 

From its crazily accurate algorithm to its bitesize bundles of entertainment, TikTok can be used by organisations to provide unique insights and establish strong bonds. 

We love TikTok for its never-ending challenges and opportunities to get staff involved in the laugh. We think it’s such a great way to show our fun side, plus it works a treat for morale and gives everyone something to look forward to seeing! 

One of the key downsides to TikTok is the unpredictability of how well content will perform. We find that it all comes down to using the right hashtags to make sure your videos are seen by relevant users! Also, using hashtags that refer to the ‘For You’ page such as ‘#fyp’, ‘#fypage’, ‘#foryoupage’ will help boost your reach. 

A local homeware company based near Mango, Wardens of Newtownards, shot to fame on TikTok (they now have 183.5K followers) through simply embracing their staffs’ personalities, capturing the attention and hearts of users across the country and beyond! The main thing is if you enjoy doing it, others will enjoy watching it! 

Over on Mango’s TikTok, we’ve experimented with a few of the below ideas, with the others on our radar to do in the near future! 

Mango’s Social Media Services 

As we said before, social media is close to our hearts here at Mango…  

On top of our many other services, we provide a 360 social media management service which allows us to connect with people from all over the world. 

Whether it’s social media tools like Facebook, Twitter, Instagram or feedback websites like Trust Pilot, OpinionLab, Reevoo and Feefo – we can help by responding to queries, answering questions, providing updates and more. 

Why would an organisation need social media management services? Well, these days people expect fast responses, so having social media as a reliable, convenient communication tool is essential to keep relations strong. 

Mango’s social media management service includes everything you need to connect with your audience. Here’s a few examples of what we can do for you: 

  • Integrate with your own inhouse apps or platforms 
  • Gain admin access for your channels in order to manage private messages and posts 
  • Create templated responses 
  • Familiarise ourselves with your terminology e.g. what language to use and not to use 
  • Implement an Escalation Procedure to resolve issues promptly 

Social media is a tough gig for organisations of any size to manage. So, if you need a helping hand with this, all you have to do is talk to Mango! Get in touch and we’ll be happy to have a chat with you.