Messente avatar logo

On great support

- 5 MIN READ - 13 Jan 2015

For any company customer service and keeping all users happy is a big priority. Which is probably why a lot has been written about it.

I think we’ve seen close to a hundred blogs dedicated on the topic. So at times the number of available suggestions, tips and case studies can be a bit overwhelming.

Instead of trying to take in everything that has been written on the topic make your own customer support revolve around a few key principles. Ones you always keep in mind and really believe in.

Although yours might be different – here’s what we believe in:

Getting to know the customers point of view

Try and put yourself in the customers place is the key. Always be sure you get the full overview of everything right from the start as nothing can be more irritating than getting hit by the boomerang of inquiries with questions which could have been asked in the beginning.

Time is of the essence

Time is always an important factor when dealing with customers. It is important to let people know they are being listened to and their feedback is being addressed. Sometimes it is necessary to prioritise, but at the same time leave no input unanswered.

Timely answers that can be understood

What goes to answers, sometimes you have to give the solution as quickly as possible before you can go in depth. In these cases providing an easy conclusion without the technical jargon nobody understands is a must. It can always be followed up with a more in-depth answer.

Got any ideas or posts of your own on this topic? Why not share them in Twitter with @messente

Joosep Pintsaar

Joosep Pintsaar - Head of carrier relations

Joosep is the person taking care that your messages will be delivered no matter where and when.

Have you met 1oT? Mobile data connectivity for IoT companies.

24 Apr 2018

Last week, Lauri wrote a good piece about keeping things real, because businesses have simple business models at their core. As one of our values, simplicity has led Messente to build a reliable and powerful SMS API and user authentication API for businesses and brands to communicate with their customers globally.

While we pride ourselves in doing global A2P SMS and 2FA very well, one of our sister companies, 1oT, uses a similar methodology of simplicity to do global internet of things (IoT) and machine-to-machine (M2M) connectivity really well.

Yuriy Mikitchenko

Yuriy Mikitchenko

A note on keeping things real

17 Apr 2018

Over the years, I've had the good fortune of talking to and doing business with many entrepreneurs and CEOs from a variety of industries. Some are first-time founders of small startups, while others are amazingly experienced serial entrepreneurs. Many of them are extremely successful in what they do.

So naturally, while listening to them talk about their businesses, I've always tried to spot any fundamental takeaways –the small drops of universal business advice distilled from those hundreds of conversations.

And it seems to me that a lot of the most profound business truths seem to point to a direction that I would call, "keeping it real.”

Lauri Kinkar

Lauri Kinkar

Next-generation Omnichannel API is well underway

10 Apr 2018

Over the last few months we’ve been setting the direction of our Omnichannel messaging API and our development team has started working on it. Considering transparency, we wanted to share the progress we’ve made on the API and give our clients something to look forward to, as well as helping clients prepare their systems for the next generation of our A2P messaging API.

Uku Loskit

Uku Loskit

Start sending messages to

for € N/A

Contact us