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How About Some Customer Service?

- 5 MIN READ - 28 Apr 2015

Take a moment and think about the last time you had very positive customer service experience.

Was it because of the support person being extremely affable or getting to the point quickly or giving you enough context? Did it help to make your decision much easier?

82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. (LivePerson)

I might be one of those junkies, who think that helping and supporting customers is awesome. When you come to think about it, customer service is probably one of those few things anyone in a company could and should do. In an essence you get to experience your own customers “in the wild”, you get a pretty good sense of their workflow and you see where you fall short and can improve.

Let me break it down. When a customer has an issue, there is probably something that might need fixing. If there is something that might need fixing, you try to fix it. In case you don’t have those skills required to fix something yet, you poke someone who does have them.

I have been on both sides, drawing from my experience in sales, customer support and business development, and I know that “issue management” is not an easy task. However I have also learned that positive and patient responses create positive associations in place of a negative ones. Listening, doing your best and learning to deliver outstanding customer service will lead you to a better service and better relationship. No exceptions here.

70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)

When a support request comes in here at Messente, there is a good chance that anyone is stepping away from their usual tasks to help someone get going with the 2-step verification API or kick-start their SMS notification service, or often just to stay up-to-date with the situation.

Having said that, if there is anything you would like to bring to our attention to, please give us a shout at support@messente.com. There is a good chance we can solve it quickly and completely.

Mārcis Jurisons

Mārcis Jurisons - COO

Marcis is the co-founder and CRO of Messente. He is also responsible for making sure that there is an alignment between company's revenue-related operations, including sales, growth and business development.

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

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