RoutoMessaging Customer Care

Alongside the advanced technology, RoutoMessaging is focused on developing and maintaining long sustainable customer relationships. To achieve this requires customers satisfaction and to achieve customer satisfaction requires customer care. RoutoMessaging has developed a regime of customer care that is embedded within its systems, processes and people and that contributes to an industry leading customer retention rate currently of over 90%.

A Service Level Description (forming part of our standard terms of business) sets a clear representation and expectation of our service, its service boundaries and what to do if you think something is not right. Unlike a traditional Service Level Agreement, our Service Level Description aims to set the correct expectation on how areas of service function in the first place instead of eagerly over promising and under delivering.

Our highly rated English speaking international Support centre operates all day and night covering all time zones across the world to ensuring that questions and issues are responded and addressed as promptly as possible. We provide high transparency in fault diagnosis to ensure you can manage your own customer expectations.

In addition our Customer Care team provide a contact point to discuss commercial matters, express your opinions about our service and escalate matters to.

Customers who are eligible for a dedicated Account Manager will benefit from a service that not only delivers on tactical but also strategic requirements through regular consultations. Plus, in the absence of the Account Manager, the Customer Care team are available to answer day to day questions.

Key to enabling you self-manage aspects of your account is our online customer Web-based portal, the Command Centre. Not only can you view payment history, delivery reports and other messaging statistics but you can send and receive bulk SMS and perform HLR number discovery look ups.