[INTERVIEW]

« Customer Service that makes a difference for you and your customers! »

Myriam, can you tell us about your role and that of your team at the Studio?

Myriam: The Studio 's customer service has a much broader mission than traditional assistance. We are strategic advisors for our partners' clients. Every day, we help them write their messages, choose their music and voice, but above all, we anticipate their needs.

Our strength lies in our in-depth knowledge of our clients' sectors of activity. We know what works in their field, we follow trends, and we alert them to key moments in their business year. For example, a craftsman must communicate differently from an administration or a large company. We therefore adapt our advice to each type of client.

How does Phone Design customer service stand out from the rest?

Myriam: We are far from being a call center, and we go beyond a simple support. Our approach is based on active listening and extreme personalization. We don't just give answers: we analyze needs, including those that the customer doesn't yet know they have.

This is how we build customer loyalty: we show them the importance of updating their messages regularly to maintain a dynamic and consistent image. We offer them tailor-made media planning, based on their business sector and the highlights of their activity.

You talk a lot about anticipation, do you have a practical example?

Myriam: Of course! Let's take the example of a company organizing an open house in September. Rather than waiting for them to contact us urgently at the end of August, we notify them several months in advance. We offer them a suitable script, music that matches their brand image and we plan the broadcast of the message at the right time.

This anticipation work is crucial because it avoids stressful last minutes and allows our clients to maximize their impact.

Who are the Studio’s clients and how do you meet the diversity of their needs?

Myriam: Our clients are extremely varied: craftsmen, medium-small companies, very small companies, administrations, large companies and even international groups. Each client has their own expectations and challenges, and it is our role to understand them and respond to them precisely.

For example, an administration needs formal and informative messages, while a start-up may want a more dynamic voice and more modern music. We adapt to each profile to offer communication that suits them.

What advice would you give to a company that wants to optimize its customer service?

Myriam: Anticipation and personalization are key words!

• Never wait for the customer to ask a question. Always be one step ahead. A well-supported customer is a loyal customer.
• Know your customer inside out: their sector, their challenges, their key moments of the year.
• Value every touchpoint: a simple telephone on-hold message can transform a customer experience and boost a brand image.

The Studio's customer service is a true strategic partner for clients. Thanks to an approach based on personalization, anticipation and sector expertise, Myriam and her team succeed in transforming each interaction into a valuable opportunity.

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