CLIENT COMMUNICATIONS
💬 Getting in touch
TLDR: This page outlines the most efficient ways to get in touch with the agency, depending on your query.
In summer 2024 after gathering feedback from clients, leads, partners and project managers, we changed direction in our client communications to a 2 level system, investing in multiple new systems. Systems we invested in include an Ai chat bot (on this page), an omni channel inbox, a project management platform and business WhatsApp chat.
Previously we focused on a single project management platform with maximum features. Our new 2 level system ultilises communication channels clients already use, with the option to esclate to our project management system or schedule a meeting should the query be more detailed in nature.
This duo-level approach is detailed on this page, with examples of which channel to use.
If you are thinking about revamping your customer communication systems, feel free to get in touch if you'd like to learn more about our research and final selection process.
Support levels/channels
LAST UPDATE: 18-07-24
We will continue to respond to your contract as quickly as possible within office hours and the agreed support protocols*
NOTE: Clients should not use social media channels for queries, these are of non client contact only.
✈️ AGENCY HOLIDAY PEROIDS
Currently no leave is planned and support is delivered during office hours.
Note: Messages sent on these channels may be accessible to trusted freelancers working for the agency. If the message you need to send is very sensitive in nature please use the original info email address and mark as confidential.
KEY:
⭐ Preferred method
👤 Self serve - client may be able to autonomously find their solution.
Level 1: Quick query channels
Quick queries and updates that can be solved usually in a few messages.
⭐ 👤 CHAT BOT (preferred)
Type in your queries to the chatbot on this page for instant answeres.
⭐ TEAM EMAIL (preferred)
Email us on the team address and will aim to respond and solve the query within office hours.
BUSINESS WHATSAPP
Business WhatsApp is available for chat only (no phone calls). Currently this must be customer iniatated.
💬 "What are your response hours?"
- ⭐ Channel: 🤖 Ai chatbot
💬 "I need help with Brizy Cloud?"
- ⭐ Channel: 🤖 Ai chatbot - which may direct you to our Brizy Cloud help page
💬 "I've forgotten our meeting date"
- ⭐ Channel: ✉️ Team email
💬 "I have a payment query"
- ⭐ Channel: ✉️ Team email
💬 "I've lost the link to the info"
- ⭐ Channel: ✉️ Team email
- 👤 NOTE: If setup, you may be able to access this information in the project management platform (see Level 2)
💬 "I have a question about a platform you helped setup"
- ⭐ Channel: ✉️ Team email
- 👤 NOTE: If setup, you may be able to access this information in the project management platform (see Level 2)
Level 2: Detail query channels
Detailed queries, file downloads and discussions.
⭐ 👤 PROJECT PLATFORM (preferred)
If setup, clients can access all details of their project and self serve downloads.
MEETING (online / in person)
Book a 'catchup' meeting at the start or during an active project. You can also book in a paid support session with a past client discount..
💬 "I need to download a file (logo etc)"
- ⭐ 👤️ Channel: 🔓 If setup, you can download your files self serve from the Project Management platform
- If not setup: ✉️ Team email
💬 "I have some queries on the final outputs of our project"
- ⭐ 👤️ Channel: 🔓 If setup, you can view the full details from the Project Management platform
- If not setup: ✉️ Team email
💬 "I need to meet to discuss a change to key deadline date on our project timeline"
- ➡️ Suggested channel: 🤝 Book meeting (online /in person)
Emergencies
Site outage, data leaks etc
Why does it matter?
As a small agency with limited resources, we have to streamline our operations to best serve our clients.
Why does it matter which channel I use?
Although it may seem the quickest way to fire off a message via a preferred channel, we have spent considerable time researching and testing platforms to ensure the way we communicate both pre and post project is organised and efficient.
What are the benefits of using the supported channels?
As our team and clients grow we are able to use support channels to:
- quickly connect you with with myself and team members - being able to check queries have been addressed and not missed (or duplicated with confusing 'double replies')
- use intelligent Ai for common queries to provide you with the fastest answers
- use workflows to automate needed information so you get what you need at the right time.
Thank you in advance for your co-operation.
*For expectations regarding support times, please refer to the current information on the support options page.
Need a catchup or support?
For clients with an active project, you can book a catchup below.
Previous clients can book a discounted single hour session below or alternatively other more extensive support sessions.
