Send us the magazines, and we take care of the rest
All back-office processes and consumer issues handled by one team.
"To summarize the range of services we offer to our clients, I tend to say: Give us the magazines, and we’ll take care of everything else." Agents working with Adam Spain, Customer Experience Director at CCA International received nearly 1000 calls a day from magazine readers of publications by Eaglemoss or Reader's Digest.
Typical issues could be: a magazine that did not arrive on time, or in poor condition; a subscription payment that has not been debited; or an order of a back issue. Our teams manage all types of requests for assistance, as well as processing new subscriptions and taking payments. The teams are in regular contact with the warehouses to ensure product is in stock and when it will be shipped. A limited supply is even kept at the office to ensure immediate resolution of problems.
For non-print media, such as TV, radio or streaming, technical support is more usually to do with access to online services – compatibility problems, password issues, paywalls, etc. This could be things like apps not displaying on older devices, or problems entering passwords or certain content being inaccessible without premium subscriptions.
Depending on our clients needs and their consumer demographics, tech support can be available across a number of channels including the traditional phone and email but also web chat, video call, and social media. We can also offer multiple languages if required.