Customer Service

Customer Service

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The smart choice to help grow and support your customer feedback

One of the key services we provide is support, from email & telephone support for you through to front line customer service on your behalf, direct to your customers. We have this under control allowing valuable time for you to refocus your time from the “what happened there” to the “what are we going to make happen now”.

Supporting your brand by Customer Service

We provide front line customer service duties to you as a given, however we also, can help relieve the day to day stresses of keeping the email box manageable and the phone from being too hot to handle, by answering your customers questions or concerns via a variety of methods which include (but not limited to):

Telephony support/product information

Email communications

 

Don’t take our word for it, one of our clients has recently stated:

After years of frustration with contract warehouse providers, we moved to Hercules Direct Marketing in 2019.  To our surprise and delight, the reality of working with them is at least as good as the marketing claims.  We are freed up to focus on building our business.  They are simply outstanding. 
                                                                                      Adam @Edel Immersys
Hercules Team
Responding to
you is a given
Sally
Ensuring all
comms are as
expected is
fundamental
Hercules Office Team
Responding to
your customers
is a priority

How we support you as well as the Brand

You will be provided a dedicated Account Manager who will listen and tailor the commitments around your business.  One of the first communications from us will be the confirmation of your internal @hercules inbox, which will be your way to reach the customer service team. 

ALL our customers receive responses to communications within a maximum of 4 hours. The Account Manager makes sure of that!  

For those times when an email does not suffice!

No worries there too, you will have the telephone number of your Account Manager (as well as our MD) within the business to ensure you receive a response day or night.  We even are known to respond at the weekends!

Testimonial Icon
Testimonials

Have a read of just some of our reviews from our superb customers who have grown with us over the years

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“I would most likely put myself in the category of a ‘fussy’ and ‘high maintenance’ client. We produce high-end art books that are shipped all around the world. How they arrive to customers is critical to the success of our business. Over the last 3 years, Hercules have worked alongside us and fully understood the level of quality needed in the whole ordering process – right from customer service, to pick/pack, to delivery. Together, we’ve gradually improved things, little by little over the years and to this day still look at ways we can do things better, I love that. We regularly get comments from our customers about how their book has arrived and how amazing the packing was.

 

Something that is hard to come by with a fulfilment house is trust. The fact that I can get on with running my business and not have to worry about the fulfilment of our books is a complete game changer. I would not hesitate to recommend Hercules.”

 

 

Sam Dyer, creative director, Bitmap Books.

We have been working with Hercules for almost 2 years now and frankly we could not be happier with the service and the help that they provide – and it is always done in a very professional and friendly way. Great company, great people – highly recommend them.

Graeme @ Enhanced Recovery

After doing research we discovered Hercules and found them to be exceptional in support and guidance for our start up indie beauty brand, Beauty Edit Mayfair. They have helped us throughout the process with executing orders, sourcing shipping materials, and general shipping enquiries. They’re approach to customer service is very personable which has been a wonderful experience for our team and makes communication smooth and convenient. This is a fulfilment company that we would highly recommend.

Kirsty @ Beauty Edit Mayfair

Sampling represents a vitally important pillar in our brand activation and Hercules have be instrumental in us automating and simplifying that process, allowing us to better effectively reach our audience and deliver successful campaigns.

Matt

After years of frustration with contract warehouse providers, we moved to Hercules Direct Marketing in 2019.  To our surprise and delight, the reality of working with them is at least as good as the marketing claims.  We are freed up to focus on building our business.  They are simply outstanding.

Adam @ Edel Immersys

Our business relies on Hercules to deliver our client and members an excellent service. Hercules continues to meet and exceed our expectations. Thanks to Hercules our operation runs seamlessly.

Since I have been working with them, I never experienced any miscommunications or problems. If anything, they have played a huge part in improving our services.

Recently, we have reached out with an initiative to be more eco-friendly, and they have gone above and beyond to make our initiative a reality.

Lucila @Buchanan