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Why Direct Mail Services should be used as part of your Tech Customer Service Strategy

Many tech companies are guilty of losing contact with their customers because they assume all tech customers (and their staff who use their software) like to communicate online.  However, human beings are a varied bunch and to really engage clients, as in any other industry, a series of communication methods should be adopted.

This can include face to face contact, telephone and obviously online methods such as email and website/online chat support.

However, in a world where everything is virtual, sometimes customers like to see something tangible – and occasionally, something coming physically through the mail offers a great point of difference.

Direct mail services can be a really valuable part of any tech customer service strategy and can help you engage customers in ways that clients really appreciate.  Here’s just some suggestions where you can utilise it to build customer loyalty, help create a positive impression and maintain engagement with your less tech-friendly clients.

Personalized Communication: Use direct mail to send personalized letters or cards to customers. This can be especially effective for thanking them for their business, following up after a service interaction, or informing them about new features or services. Personalization can include their name, details about their recent interactions with your service, or customized offers based on their usage patterns.

Feedback Collection: Send out surveys or feedback forms through direct mail. While online surveys are common, a physical mail piece can stand out and might be more engaging for some customers. This can help you gather valuable insights into customer satisfaction and areas for improvement.

Educational Material: Sometimes a screen just won’t do – many people prefer to read.  Provide educational content such as user manuals, tips and tricks booklets, or information about product updates in a hard format. For tech products, having a physical reference can be helpful, especially for less tech-savvy customers who might appreciate having a tangible guide.

Loyalty Programs and Incentives: Use direct mail to inform customers about loyalty programs or to send out incentives like discount coupons or exclusive offers. This can encourage repeat business and increase customer loyalty.

Announcements and Updates: Send announcements about new products, services, or significant updates. While these can also be communicated via email or social media, a direct mail piece can be more impactful and less likely to be lost in a crowded inbox.

Event Invitations: If your company hosts events, workshops, or webinars, sending invitations through direct mail can be an effective and eye-catching way to grab attention and increase participation.  It doesn’t just have to be what’s on the paper, the paper and card itself can be part of the design, so think unusual shapes, bright colours and fun!

Marketing: If you have add-ons, additional services or you just want to let your customers know about your latest upsells, a simple direct mail postcard can work wonders

Branding: Use direct mail as a tool to strengthen your brand. High-quality, well-designed mail pieces can leave a positive impression and help your brand stand out.

Problem Resolution Follow-ups: After resolving a customer’s issue, sending a follow-up letter or card can show that you value their business and are committed to their satisfaction. This can turn a potentially negative experience into a positive one.

Cross-Selling and Upselling: Include offers for complementary products or services that might interest the customer based on their purchase history or service usage.

Holiday and Birthday Cards: Sending cards during holidays or on customer birthdays can add a personal touch and help build a stronger emotional connection with your brand.

To effectively integrate direct mail into your customer service strategy, it’s important to ensure that it complements your digital efforts and aligns with your overall customer experience goals.

Additionally, consider the environmental impact of direct mail and explore eco-friendly options where possible.