Communication is one of the most vital factors which contribute to a healthy and happy relationship with clients, which is why at Mosaic Digital Media we strive to make a connection from your first meeting with us – although first, and foremost we are a business, we understand that all great client relationships are built on with strong interpersonal foundations!
When it comes to taking on new clients, it’s important to outline our and your expectations, as a business, early on. If we are able to start on the same page early on, the likelihood of problems arising in the future is a slim one. This is why we encourage you, the client to not be afraid to ask any questions you have from the off-set, no question is too big or small!
It is essential that there is a written record of the agreement that has been made between the company and the client – if you were a footballer, you wouldn’t sign for a team without having a contract! At Mosaic Digital Media, we provide written specifications which should be read and approved by the client before we proceed with any updates. Once we have this approval, it’s welcome on board and let our work together commence!
Another form of communication we use is email or WhatsApp. Dependant on your preference, we can discuss early on whether you’d prefer to be contacted on via email or have a WhatsApp group set up between ourselves and all the relevant people within your business.
For example, after having a meeting with us, we will then send a follow-up email shortly after that will ensure that what has just been discussed is documented. This way, the information is fresh in your mind, and if there have been any miscommunications, they can be nipped in the bud quickly and easily rather than half-way through the project!
Customer Service skills are essential when dealing with any client. Positivity is key! Making sure that the office stays positive is something that we particularly excel in if we do say so ourselves! The ability to be attentive and polite with customer requests are characteristics which should be instilled into employees in any reputable business and we are happy to say that all of our team share in this belief.
As long as the customers’ expectations are handled correctly from the off-set, issues surrounding work completion/demands should not become a problem! The way a digital marketing agency manages its clients time is crucial – too much on one, won’t leave you enough for another so balance is essential. At Mosaic Digital Media, we use ClickUp to manage our workflow and Slack to communicate with each other internally to ensure that we all have an understanding of what we are working on at any given time.
Our SLA’s are made available to the client from the start, and we are available through email and telephone to handle any customer requests. We always provide admin-logins to your site should you want access to them, we are transparent with our customers from the start, and we pride ourselves in providing outstanding services with realistic deadlines.
On receipt of the request (via firstname.lastname@example.org or phone), we endeavour to respond with within 2 working hours (Mon-Fri 09:00-17:00).
We will then review and schedule in any minor* fixes/tasks, updating the client via email.
We aim to complete, any minor fixes/tasks within 3 working days unless critical* (Dependant on us receiving all the necessary details and content in a timely manner).
Our support SLA times are as follows
Non-critical issues **:
- Response within 2 working hours
- Resolve within 72 working hours
- Response within 2 working hours
- Resolve within 48 working hours
Mosaic Digital Media contact details for existing clients: Support@mosaicdigitalmedia.co.uk or call 01925 563 960. We will endeavour to acknowledge all enquiries within 2 working hours (Mon-Fri, 9am-5pm).