Skip to content

Customer service handling

We take our customer care seriously – in fact, we treat your customers like family (the ones we actually like!). Our happy-to-help bunch of 15 have been hanging out at ESco for an average of seven years each, so they really know their stuff. They’ve got all the tricks and tips up their sleeves to make sure your customers have a positive experience from checkout and throughout their subscription.

Customer Service Handling

“Our customer service has been massively improved, our sign-up process simplified and on a new improved landing page. ESco’s depth of experience and industry knowledge is improving the way we work in a number of areas.”

Kieran Found, Head of Marketing, Hemming Group

Outcomes that reduce customer effort, like resolving issues at the first point of contact, have the greatest impact on customer loyalty

Our goal is to make sure your customers have everything they need, right when they need it, so they can enjoy a hassle-free experience and hardly ever have to reach out. We aim to keep things simple and enjoyable for them. But if they do need to get in touch, don’t worry – our super responsive team is ready to jump in and help them out right away.

Customers who have positive interactions with customer service representatives are more likely to recommend the company to others

When you call our team, a real person will answer in less than 10 seconds – our average answer time was an impressive 7.06 seconds in 2023. So, no long waits or irritating hold music here! And with ESco, you can be sure that the person who picks up your call will be the one who handles it from start to finish. We’re all about quick, friendly, and efficient service.

Tasty takeaways

People

Our team of 15 real people are here to answer your customer’s calls and emails, and process their orders with precision.

Passion

We’re all about high standards and a genuine passion for taking great care of your customers, as if they were our own.

Precise

Quality and integrity are at the heart of everything we do, to ensure we deliver the best possible service.

Practical

We keep things fresh with weekly training and updates across all departments and make sure clients stay in the loop with regular feedback.

Latest insights

24/09/24
Megan Walden

ESco celebrates 40 years of business with a rebrand

The team at ESco has been consistently attentive and accommodating over the years. Ben and Wes, in particular, have ensured positive communication …

Chloe Sloman, Marketing & Subscriptions Coordinator, The Jewish Quarterly
31/07/24
Megan Walden

The Countryside Alliance expands partnership with ESco to outsource membership management

The Countryside Alliance, a steadfast advocate for the rural way of life, has long been a …

ESco continues to provide us with an excellent level of service which is customised to our needs. It is invaluable for our business to have industr…

Chris Clover, Managing Director, Panini
12/04/24
Megan Walden

ESco appoints new Director of Product

ESco is pleased to announce the recent appointment of Robert Green as Director of Product,…

Everything they have learned over 40 years goes into everyday at ESco. How do they do it? They invest in their people as well as their technology. …

Martin Attis, Finance Director, Sundial Magazines Ltd
18/03/24
Megan Walden

ESco onboards The Burlington Magazine

ESco is pleased to announce the recent onboarding of The Burlington Magazine…

We chose ESco to build our customer database because they have a deep understanding of our data. Any other solution would…

Gill Lambert, Operations Director, Kelsey Media
15/02/24
Megan Walden

A Retrospective Look

At ESco, our tech team has been embracing the practice of retro meetings, led by the ever-…

Data has never been so important for media companies and Media 10’s decision to use ESco for overseeing our ‘Single Customer View’ capabiliti…

Rob Nathan, Group Marketing Director, Media 10
14/02/24
Louise McHale & Megan Walden

Roses are red…

Violets are blue, Valentine’s marketing? Here’s what you might do…

At Wanderlust magazine, we’re thrilled with how ESco completely rebuilt our subscriptions report. Following significant change to our publication…

Elliot Wellsteed-Crook, Chief Operating Officer, Wanderlust
29/01/24
Megan Walden

Fieldsports Press Ltd completes the migration of The Countryman’s Weekly

Fieldsports Press has recently acquired The Countryman’s Weekly brand and subscribers fr…

We are delighted with our partnership with ESco, which has allowed us to streamline our membership management and focus on our core mission of advo…

Lawrence Tribe-Endt, Head of Membership Marketing, Countryside Alliance
08/12/23
Megan Walden

ACE Christmas Luncheon 2023

On Wednesday 6 December, a team from ESco made their way down to the Ballroom at The Grosv…

For me, what really makes ESco standout is that you always stay true to your values, a strategy that clearly pays off.

Gill Lambert, Operations Director, Kelsey Media
01/12/23
Megan Walden

PPA Scotland Awards 2023

On Wednesday 29 November, annual celebrations at the PPA Scotland Awards 2023 took place a…

As a company only half as old as you are, we know how hard it is to keep up with all the developments and changes in the industry, but for you to k…

Jon Bickley, CEO, Anthem Publishing
27/11/23
ESco

PPA Independent Publisher Awards 2023

On Friday 24 November, the UK independent publishing community gathered at 133 Houndsditch…

The team at ESco are personable, responsive, and highly knowledgeable. I can always trust every piece of work that goes through ESco to be done eff…

Emma Kelly, Senior Account Manager, Air Business
13/11/23
Megan Walden

ESco Connect 2023

New year. New venue. Same great day….

We’ve been long time cheer leaders and partners of ESco in the truest sense, through good and bad you work through things together and get th…

Elliot Wellsteed-Crook, Chief Operating Officer, Wanderlust
25/08/23
Megan Walden

Fieldsports Press Ltd completes the migration of Future’s shooting brands

Fieldsports Press has made a second acquisition in quick succession, now purchasing a seri…

ESco’s monthly marketing and financial packs have all the information in one place, and provide us with the business insight and intelligence we …

Steven Barkess, Marketing Director, emap
30/06/23
Megan Walden

PPA Awards 2023

On Wednesday 28 June 2023, publishers once again gathered together ahead of a very excitin…

It goes without saying we all absolutely adore working with you guys.

Emma Robson, CEO, First News
23/05/23
Megan Walden

Colouring Heaven wins “International Publication of the Year”

On Thursday 18th May 2023, the Newspaper and Magazine Awards was hosted by ACE at the Lond…

ESco do a wonderful job of managing our subscriptions. Alice, Sam, and the rest of the team are a joy to work with and have helped us to consistent…

Sam Lachter, Marketing & Operations Manager, Granta
19/05/23
Megan Walden

ESco exhibits at The Memberwise Network’s “Digital Excellence” conference

On Thursday 18th May 2023, a team from ESco headed over to Novotel London West Hotel to at…

The real reason we work with Sue and ESco is because they work very hard, they are dedicated, super honest, they’re flexible, in fact they ar…

Mark Moloney, Managing Director, Professional Beauty Group
11/05/23
Megan Walden

Tungsten Publishing completes their move to ESco

It gives us great pleasure to announce that we are now live with our newest client, Tungst…

It’s been great coming on board with the whole ESco team, you have been brilliant and patient with us during this time. We are really looking…

Chloe Ward, Senior Marketing Manager, Whitmar Publications
02/05/23
Megan Walden

Fieldsports Press Ltd completes the migration of Trout & Salmon

Fieldsport Press Ltd have purchased Trout & Salmon from Bauer Media to further strengthen …

We have had a very positive experience working with ESco. Our customer service has been massively improved and our sign-up process simplified and o…

Kieran Found, Head of Marketing, Hemming Group
28/04/23
Megan Walden

ESco completes onboarding of newest client Whitmar Publications

We are pleased to announce that ESco went live with their newest client, Whitmar Publicati…

26/04/23
Megan Walden

ESco proudly sponsors the PPA Festival 2023

On Tuesday 25th April 2023, a team from ESco headed over to The Brewery in London; a brand…

11/04/23
Megan Walden

ESco attends The Publishing Show 2023

On Wednesday 1 March 2023, we sent a team from ESco to ExCeL London ahead of a very exciti…

06/02/23
Megan Walden

Hemming Group Ltd joins ESco as latest client

We are pleased to welcome our latest client, Hemming Group Ltd, who we went live with at t…

23/12/22
Susan Duffin, Louise McHale & Megan Walden

Merry Christmas 2022 from ESco

To you – our clients, partners and friends at Christmas time. Christmas time is here again…

02/12/22
Megan Walden

PPA Scotland Awards 2022

On Wednesday 30th November 2022, publishers from far and wide came together with the Profe…

03/10/22
Megan Walden

ESco launches website for Aquila magazine

We are pleased to announce the completion of a recent website project for our client, Aqui…

01/08/22
Megan Walden

ESco launches three further websites for Fieldsports Press

Following on from the success of completing a smooth migration of five shooting magazines …

25/07/22
Megan Walden

ESco renews Direct Debit accreditation

We are pleased to announce that, once again, ESco has passed the BACS inspection with flyi…

21/07/22
Megan Walden

Fieldsports Press Ltd completes the migration of five new titles and two memberships

It gives us great pleasure to join our friends at Fieldsports Press Ltd in celebrating a h…

24/06/22
Megan Walden

PPA Awards 2022

On Wednesday 22nd June 2022, publishers came together for The PPA Awards 2022, held at Gro…

27/05/22
Megan Walden

ESco launches a “Volunteering Scheme” for employees

Earlier this year our innovative HR Manager, Charlotte Manning, launched the ESco “Volun…

09/05/22
Megan Walden

The return of ESco Connect for 2022

On Friday 6th May 2022, a band of ESco merry men (and women) made their way down to The Ma…

25/04/22
Megan Walden

ESco receives re-accreditation with Investor’s in People

We know our people are our biggest strength, and we’re committed to continually improvin…

16/03/22
Megan Walden

ESco supports the Ukraine Humanitarian Appeal

As events continue to escalate in Ukraine, we want to ensure that here at ESco we are doin…

14/02/22
Megan Walden

Akabo Media welcomed to the team as newest client

We are pleased to announce that ESco went live with their newest client, Akabo Media, in J…