Customer Care

Helm understands the importance of the relationships you have with your customers. And when your distribution provider is mailing thousands of packages a day, you want to ensure each of your customers is treated exactly as you would treat them.

Customer Relationship Management begins with the voice of the customer.

Customer satisfaction is measured using a randomly distributed reply card inserted onto our outbound packages. The survey asks customers to rank their experience with the order process, promptness of service and product satisfaction. At the same time they're also encouraged to comment on any issue related to their overall experience. The results of this continuous survey are compiled, evaluated and reported to the client at regular intervals. The consumer measures fulfillment using the criteria of convenience of ordering, correctness of the order and the accuracy of the invoice, and the speed of delivery. Late delivery, unavailability of desired products, or shoddy presentation can bring down otherwise perfectly executed programs. We recognize that having a sound fulfillment strategy, as well as providing effective - and continuous - program management can head off these issues and ensure a program's success. This is where our experience really pays off.

We manage more than one million calls, with phone transactions averaging 3 minutes or less, with abandon rates at 3% and we responded to more than 12,000 email inquiries in 2003. With some of the markets we serve, our customers are repeat buyers and our specialists are encouraged to personally know our customers. They also are provided with a complete online order history for each customer to help them in the process. In addition to customized routing and call handling, our Customer Care Specialists are trained in handling questions regarding specific product and program information, as well as providing specific branding information.