Any business needs to have robust and responsive customer support. In the world of transactional print and mail, it’s even more critical, as these are regulated and mission-critical communications. Understanding the urgency and dynamic environment, PCI Group assigns each client a dedicated CSR (customer support representative). In this episode of Ask the Experts, PCI Group’s Area VP, Solutions Partner Scott Concannon explained why this is so vital.

“A CSR has expertise and familiarity with the job. That’s a unique position. Not only does it touch every department in our organization, but they’re certainly outward client-facing. We run eight customer service teams with a primary and secondary backup,” Scott said.

Clients and CSRs build relationships contingent on the representatives’ ability to answer questions and provide support. They are available to clients 24/7/365. This access is critical because transactional print and mail are highly regulated and timebound.

“The primary activity is customer response, but CSRs also follow up with production teams and ensure that we’re managing our agreed SLA. They are pulling reports, interacting with our development department, generating tickets,” Scott continued.

CSRs play a vital role in the process both externally and internally. They demonstrate the promise of the company to take care of its customers with great support and continuous improvement.

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