In order to remain low cost, we need to keep costs down.

We designed the platform to be user friendly, and if you don’t understand how to use it, then we have failed at our job.

But we also invested heavily in systems to manage our client services online.

The account opening system is online and largely self-explanatory. We have explainer walkthroughs in the platform that you can access at any time and we have little explainer buttons next to a lot of features in the platform. There is an ever-growing ‘knwoledge base’, where you can search for the answer to most of your questions - and its usually quicker than dialling a phone!

So you may be used to having full phone support, but it will make our service more expensive and push up the prices. Waiting on hold is also becoming the standard, as during covid the whole world realised that pushing support teams offshore is not as practical as it seemed, and now they are all bringing that service back to Australia. Which is more expensive!  

You will also find that if our client support staff are not dealing with the simple questions over and over again, that have already been answered many times before, then we can prioritise the really serious questions, and are able to get back to you much faster than we would on the phone!

Many of our clients were initially concerned about the lack of phone support – until they found out first hand how much better it can be, if done right!

Marketech Focus – proving you don’t need to wait on hold.