We've been using Message Direct to handle our emergency business calls outside of UK office hours since 2022. We're very happy with service levels and the speed of response. Their team are professiona... Ver mais
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We do not have a high volume of calls but it is important calls are answered professionally and passed on quickly. Message Direct certainly tick those boxes! From the quoting phase with Alison t... Ver mais
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Easy to set up and easy contact with the Message Direct team who will answer any queries you have and help get you on your way. Any new instructions you have for answering your business calls can be i... Ver mais
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Message direct were professional from the very beginning of contact with them. Their service is first class and nothing is too much trouble. It is a seamless phone answering service and if you are b... Ver mais
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Informações sobre a empresa
Escrito pela empresa
Over the course of the last 30 years, we’ve built a vibrantly successful, industry-leading business with an unwavering dedication to customer services and solutions.
Informações de contacto
Reino Unido
- 0800 151 2973
- www.message-direct.co.uk
4,6
Excelente
117 opiniões
Respondeu a 50% das suas opiniões negativas
Geralmente leva mais de um mês para responder
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
Good service
Messages are sent to the correct department via email or phone call, the details of the caller are always correct and the message is delivered accurately.
19 de agosto de 2024
Resposta da Message Direct
Good Afternoon Anita,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Really impressed!
Really impressed with the service from Message Direct. Not only is the call answering service well received by clients (who don't notice it is being done by a third party) , but the communication between us and their ops team is exceptional. A very thorough on-boarding process has provided huge reassurance that this is a service to count on.
19 de agosto de 2024
Resposta da Message Direct
Good Afternoon Carl,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Always find the team helpful and…
Always find the team helpful and responsive no matter the time of day or night.
Responses to updates are received and not just with a an automated reply as most companies offer.
15 de agosto de 2024
Resposta da Message Direct
Good Morning Jamie,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Be warned
Be warned, this company put your customers on hold and keep them waiting to make out they are a receptionist when they have no intention of putting a caller through to you. All this practice does is increase the time that they bill you each month. They never asked me or informed me that this is typical of their service and I've complaint and got a blunt response that they are not prepared to compensate me for all the unnecessary call time charged. Plus the frustration of keeping clients holding a deceiving them to think they might get put through to me. Please try Moneypenny instead.
8 de agosto de 2024
Opinião espontânea
Resposta da Message Direct
Good Afternoon Julie,
Thank you for sharing your feedback. We’d like to clarify the reasoning behind our call-handling process. The short hold that you mentioned is implemented to mimic the experience of a reception desk, ensuring that callers feel acknowledged and not disregarded. This hold typically lasts only a few seconds and is designed to create a professional and courteous experience for your callers.
We understand that this may not suit everyone's preferences, and we apologise if this wasn’t communicated clearly from the start. Please know that we can disable this feature upon request, ensuring your callers are advised immediately that you are not available to take their call.
Your satisfaction is important to us, and we appreciate your feedback as it helps us improve our services. If you have any further concerns or requests, please don't hesitate to reach out, and we’ll do our best to address them. Thank you for your understanding.
Kind Regards,
Message Direct Customer Service Team
Professional and smooth On-Boarding Process
We do not have a high volume of calls but it is important calls are answered professionally and passed on quickly. Message Direct certainly tick those boxes!
From the quoting phase with Alison through on-boarding with the special team, everything has been handled professionally and smoothly.
We would recommend Message Direct for call handling without any doubts.
7 de agosto de 2024
Opinião espontânea
Resposta da Message Direct
Good Afternoon Dan,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
A lot of new untrained staff keep…
A lot of new untrained staff keep making mistakes in call answering. I was surprised by a large bill at the end of the month although the number of calls received was small.
5 de agosto de 2024
Opinião espontânea
Resposta da Message Direct
Good afternoon.
Thank you for your feedback. We're sorry to hear about the confusion and the experience you had with receiving calls intended for another clinic in the same building. As we discussed previously, while our operators always strive to quickly identify the intended recipient to minimise the call duration, all incoming calls are chargeable, regardless of their origin. Unfortunately, we do not have control over which calls are directed to your line when it has been diverted to us.
We did suggest a few solutions to help mitigate this issue, but we understand that these were not suitable for your needs. We're always here to assist further if you have any other ideas or require additional support.
Thank you for your understanding, and we are sorry that we were not able to meet your expectations on this occasion.
Kind Regards,
Message Direct Customer Service Team
Working from Home
I work from home and therefore all work calls are received through Message Direct. The calls are put through, announced to ensure I want to accept and then an email confirming all details follows. All staff are polite and clear, its a v good service and ensures I never miss an outside contact
23 de julho de 2024
Resposta da Message Direct
Good Morning Sara,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
This company has been so helpful and…
This company has been so helpful and friendly.
From initial contact to handing us over to the customer service team after the onboarding process, both Thufayel and Maddie have been great.
Maddie has made particularly helpful suggestions when we were using up our minutes too quickly and with no complaint changed it to suit us better.
People have not noticed any difference between my assistant answering the telephone and Message Direct.
I have no hesitation recommending this company.
29 de julho de 2024
Resposta da Message Direct
Good Afternoon Julie,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Since we onboarded with Message Direct…all of our call answering problems have been resolved
Since we onboarded with Message Direct back in March we are delighted with the service we have received. They have provided the solutions we needed to our call answering requirements and exceeded our expectations in regards to communication and customer service.
26 de julho de 2024
Resposta da Message Direct
Good Morning Alex,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
It's a very good all round service
It's a very good all round service, we feel we now miss less calls.
23 de julho de 2024
Resposta da Message Direct
Good Morning Mr Jabs,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Excellent company to work with
My husband and I have run our own small business for many years and are just about to retire. I contacted Message Direct to give notice and was amazed to hear that we've been customers for 27 years! As you can imagine, we wouldn't have stayed with them had we not been completely satisfied by their service which we have found to be excellent. The staff are very quick to deal with any queries and ufailingly polite and friendly. Over the years we've had many of our clients comment on the professionalism of the call handlers which is not only good for Message Direct, but makes our company look professional as well. Messages are passed on accurately and promptly. The whole company deserves their 5*.
23 de julho de 2024
Opinião espontânea
Resposta da Message Direct
Good Afternoon Colette,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Top Quality Service
A very reliable service who clearly pride themselves in great customer service. I would highly recommend the service they offer to any business.
15 de julho de 2024
Resposta da Message Direct
Good Afternoon Dean,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Great service with friendly and…
Great service with friendly and attentive staff, the set up was made really easy for us and the communication has been fantastic throughout the whole process, highly recommend.
18 de julho de 2024
Resposta da Message Direct
Good Afternoon Steven,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Extremely reliable service
Very capable operators who almost all of the time get details correct
15 de julho de 2024
Resposta da Message Direct
Good Afternoon David,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Resposta da Message Direct
Good Afternoon Phil,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Very professional
Very professional, friendly and reliable service - have no hesitation in recommending them.
11 de julho de 2024
Resposta da Message Direct
Good Morning Keith,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Oh wow, now it all makes sense..
REPLY: Oh how different the tone changes when on a public forum! As a reminder here is just a snippet from your CFO’s email on 31st May:
‘We do not feel that we have in anyway breached the contract between us and we do not feel that the company or any of its employees have acted inappropriately or unprofessionally, as claimed by you on several occasions. We have reviewed the information from you and your letter of claim and feel that we have responded fully to and explained all points you have raised, and have, via my previous email, sought to obtain further information to be able to decide on whether further action is required.
For clarity, we deny any fault and feel we have acted reasonably and professionally. We do not accept your claims for losses and do not feel you have justified your reasons for the claims or your calculation of the values of losses.’
I was promised multiple times that you would update the call preference sheet and that things would improve but they got worse. There was absolutely no contractual obligation to pass on every messages against my wishes - stated multiple times. In fact you breached contract as a result. The problems only arose when you took over - it was fine for years prior to your involvement. There is absolutely a valid legal claim here something you may wish to remember.
ORIGINAL: I was contracted with Virtually There (sadly inherited automatically without any choice following a very silent buyout of the company I originally contracted with) who clearly outsource their call answering service to this outfit who in turn white label their services as Virtually There.
Reading through all these genuine reviews (here and Google), everything is adding up and in line with my own horror story about this absolutely abysmal company and staff.
Not one genuine call message handed over - all were clearly scam and spam calls such as: 'Caller requested to speak with Mylo as he said you have been robbing his bank account and he would like to discuss further. Caller advised he is furious and wants to speak with someone urgently.' I run a professional consultancy business. This is the last thing a busy director wants to be burdened with. Regularly ignored and when escalated to complaint handling kept getting told they would resolve things but nothing improved - it got worse. Evolved into a pre action legal claim matter and appallingly handled by this shameful company and its CFO who collectively refuse to take any responsibility for their shameful conduct.
If you have the fortune to be researching this company before entering the snake pit, hopefully you will be better informed than I had a chance to be.
9 de julho de 2024
Opinião espontânea
Resposta da Message Direct
Good afternoon,
Thank you for taking the time to share your experience. We're sorry to hear that you had a negative encounter with our service, and we fully understand your frustration, particularly regarding the nature of the calls you received.
We want to clarify that while we aim to provide professional and efficient call-handling services, we unfortunately cannot control the types of calls that come through your line once it has been diverted to us. As frustrating as these unwanted calls can be, they are still chargeable as part of our service.
We are also sorry to hear that our attempts to address your concerns were unsatisfactory. We take your feedback seriously, and it will be used to review and improve our processes. If there is anything further we can do to assist or if you would like to discuss your experience in more detail, we are here to listen and make amends where possible.
Thank you for bringing these matters to our attention, and we apologise again for the distress this situation has caused.
Kind Regards,
Message Direct Customer Service Team
Good service
I have found this company to be efficient and professional when dealing with my clients.
9 de julho de 2024
Resposta da Message Direct
Good Morning Derek,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Great Support
We have been using Message Direct for a few weeks. There were initial teething problems but Kelly has been excellent at responding quickly to ensure these are resolved as soon as possible.
Overall we are happy with the service.
9 de julho de 2024
Opinião espontânea
Resposta da Message Direct
Good Morning Sandra,
Thank you for taking the time to provide feedback regarding your recent experience of our service.
As a business, we really appreciate hearing from our customers, and should you need anything moving forward, please don’t hesitate to reach out.
You can contact us on help@messagedirect.co.uk.
Kind Regards,
Message Direct Customer Service Team
Telephone call lengths are a scam. Do not use this company
We initially swapped to this company as were unhappy with the service of our last one and the lower fees were attractive. However, we have found that our monthly bill has doubled whist using message direct for the simple reason that calls are showing as taking anything from 4-7 minutes! All they were instructed to do was to take a simple message of who the caller was, their telephone number, name and and email address. How on earth can this take longer than 2 minutes. They are clearly either not terminating calls once they have ended or they are a scam company. There is absolutely no way any call should be lasting 7 minutes. Please do not use this company thinking your bill will stay at the £19.20 they advertise! In fact, please do not use this company at all.
5 de julho de 2024
Opinião espontânea
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