Support Team
At Your Service
When you think of great customer service perhaps you think of your favourite local restaurant, or that e-tailer named after a river. The company you use to typeset your book or convert your backlist probably doesn’t feature that high. We want to change that. At Medlar we have taken a different approach and created a specialised Support Team that focus on 6 key standards offered to all our clients.
1. Guaranteed Response
There’s nothing worse than giving a company a job and then not hearing back from them promptly. In fact it’s the worst. Our Support Team aims to provide instant acknowledgement of a job or query and respond with more detail within 30 minutes. Bottom line: we’re on it!
2. Appiness 24/7
Emails are great, but sometimes you need a bit of FaceTime or a quick answer to a quick question. This is why our Support Team are contactable through Skype, Whatsapp, mobile as well as email. You can find all our digits here: http://www.medlar.in/contact-us/. And what’s more we’re available 24/7 so you don’t have to worry about time zones.
3. Go Direct
We know what it’s like when you’re liaising with copy changes on a typescript. You go to the author then have to go to the typesetter. Let’s help save you some time. Our Support Team can work directly with authors, designers and printers on your behalf if requested. This saves you time and duplication.
4. Meetups Online
Nothing beats a focused meeting – it can save hours of emailing back and forth. This is why we offer clients a weekly conference call or WebEx meeting to go over existing work and new business. And again we’ll work to your time zone so you’re not working outside your office hours.
5. Meetups in Person
Members of our Support Team travel to all the major book fairs: Frankfurt in October, London in April, BookExpo USA in May. So if you’d like to have coffee and catch up on business we’ll be there at the Fair or at your office if required. We’re keen to know how you’re getting on so drop us a line if you’ll be in Frankfurt in a few months’ time.
6. Reporting
Last but no means least, our Support Team will send you reports to keep you up-to-date on the work you give us. Again to save you time and money.
We might not be that local beloved restaurant, or a multinational corporation, but we can assure you that your work is in good hands, and if you have a question, we’ll be there with the answer in good time.