Member Services are here to help
August 12, 2021
Our Member Services team are the backbone of our business, they are always striving to improve their consistently high level of service to authors, publishers, visual artists and surveyor members in any way they can.
The team are your port of call for any queries you may have in relation to your membership, account, navigating the portal or registration of your work.
This financial year, the online chat function had an increased usage of 68%, it has become the preferred way to get in touch. Members can be guaranteed that their chat query will be responded to by a member of the team, ready to provide a solution to any question or issue they may have in a timely manner.
The Member Services team have resolved over 15,000 queries this financial year, and achieved satisfaction rating of 96%, an impressive result for a team that service a membership base of over 37,000 people.
The Help centre is also a valuable tool, it continues to draw a steady increase in views since its introduction in 2018.
Members can rest assured that the Member Services team is always here to help with any queries you have via phone, email or our online chat function on our website, and you’ll always be met with a friendly, enthusiastic response. Here are just some of the positive feedback we have received from members below, serviced by each member of our team:
- “Johanna was very helpful and supportive, as always. I really appreciate the fact that I am able to talk to someone on the phone, especially at his time when so many people are working from home.”
- “Prompt response. Problem solved!”
- “Extremely prompt turnaround – seamless easy advice got me going!”
- “Excellent service, good encouragement and timely advice. thanks.”
- “problem sorted easily, great response time and nice people.”
- “Just awesome!”
If you have any suggestions on our we can improve our services, feedback is always welcome and we value any information we can use to continually improve our service to members.
If you’d like to know more about your member account, payments or distributions, check the Frequently Asked Questions in our Help Centre. For any other questions, feel free to get in touch with the team using the Help Centre’s live chat function, or by emailing email@example.com.