Our Customer Services
BrightKey realizes that your members, donors, customers, and prospects are critical to your success. Every aspect of our complete Customer Services solution — from contact center to database management — supports our commitment to treat your constituents with the care and attention they deserve.
From single services to TurnKey…
We design your customized solution to address what you need now — with room to grow as your requirements change.
From a friendly hello to accurate, secure data entry and timely follow-up, BrightKey’s customized call center services include professional handling of inbound and outbound calls, email, mail, and webchat.
BrightKey works with each client to understand its products and services, and provides in-depth training to the contact center team. We reflect your values and match the personality of your customers. Services can be scaled for peak processing and special projects.
A FULL MENU OF INTEGRATED SERVICES:
- 100+ seat call center
- Product & service inquiries
- Payments and reporting
- Subscription management
- Database updates
- Help desk & tech support
- Accounts receivable & collections
Courteous and efficient handling of member and customer transactions requires a strong working knowledge of product and member features and benefits, as well as expertise in each client’s order processing system and procedures.
Ongoing training leads to great service, with our team reinforcing benefits, pointing out features, and upselling as requested. We skillfully answer questions and know when to refer the caller to a client subject matter expert.
A FULL MENU OF INTEGRATED SERVICES:
- Membership and subscriptions
- Webinars and event registration
- Publications and merchandise
- All major AMS and CRM software
- Adherence to data capture rules
- Fast turnaround — 12 to 24 hours
- PCI and GDPR compliance
Strategic Outreach℠ delivers stellar results on outbound calling campaigns. Our innovative spin on telemarketing puts each call into a marketing and customer care context. BrightKey recognizes the value every customer and creates a conversation not a sales call. Our business-savvy approach provides feedback that increases retention and satisfaction.
We tailor each script to your benefits and goals, based on lessons learned from hundreds of campaigns. We handle single campaigns and yearlong retention.
A FULL MENU OF INTEGRATED SERVICES:
- Customer welcome calls
- Renewal, lapsed, and winback calls
- Customer satisfaction surveys
- Event registration and reminders
- Marketing campaign follow-up
- Database development and updates
- Lead warming and BDR support
Your database is your gold, and we put together a focused team of experts to customize your campaign. The resulting plan reflects your target response rate, schedule, and list segments.
Incorporating email, phone, and mail, the campaign uses multiple contact methods to maximize response —with ongoing analysis and finetuning recommendations. Personalized links display and capture data in a centralized location for easy tracking, reporting, and importing to your AMS or CRM.
COMPLETE DATE CAPTURE OPTIONS:
- Verifying contact information
- Adding missing demographic data
- Gauging special interests
- Consolidating duplicate files
- Researching hard bounces
- Clarifying email preferences
- Adding organization contacts
Leverage your TurnKey team’s knowledge and logistics expertise with support for in-person and virtual conferences. Your dedicated team speaks to your customers and members every day and has access to event best practices from more than 200 associations.
With conference logistics and onsite support, we free your staff to network and focus on the event itself. And, the direct contact with your members, staff, and attendees will pay off in even better customer service.
PRE-EVENT PREP TO POST-EVENT WRAP:
- Registrations and inquiries
- Assembling registration packets
- Shipping booths, signage, materials
- Onsite registration and information
- Bookstore management
- Recording CE credits
- Refunds and final collections
BrightKey’s integrated, multi-channel approach to campaigns combines mail, email, and telemarketing to optimize results. Our team calls on years of experience to build a solid strategy to reach your goals.
Specializing in improving results, we start by evaluating your current program. Whether it’s a campaign for monthly or annual renewals, marketing surveys, meeting registration, or data integrity, we can create a cost-effective mix of messaging, channel, and schedule.
WINNING EMAIL, MAIL , TELEMARKETING:
- Balancing response and budget
- Personalized messaging and offers
- Expert variable data programming
- Reaching 100% of valid addresses
- Proven personal-touch calling
- Tracking, reporting, and finetuning
- Analysis and recommendations
Our versatile one-stop service takes you from document conversion to order processing, fulfillment, and customer care. We begin with your hardcopy and electronic sources. Then we convert files and documents to your choice of e-book formats, as well as PDFs and Word documents. And we deliver them directly to your customers.
Flexible fulfillment options use your e-commerce site or custom store we build for you. Buyers get access based on your security parameters, and confirmation by email.
A COMPLETE CUSTOMIZED SERVICE:
- EPUB, Kindle, PRC/Mobi formats
- Optimized for specific devices
- Enhanced reading experience
- Re-flowable or fixed layout formats
- Content indexed to page or term
- Hyperlinks added as specified
- Storage solutions for digital content
As an extension of our front-line call center teams, BrightKey offers customized back-office donation processing often referred to as caging or lock box operations.
BrightKey’s white-glove approach ensures that every piece of donor information is touched, documented, and updated in preparation for the next campaign.
A FULL MENU OF INTEGRATED SERVICES:
- Top-of-the-line equipment and software
- Image repository
- High-touch processing
- Customized file creation
- Same day — 24-hour turnaround
- Secure processing areas
- Compliance with PCI Security Council Standards