Meet the Solopress Customer Engagement Team

Ever wondered who’s on the other end of the line when you call Solopress? It’s not just a call centre. It’s a well-structured team of customer engagement specialists working behind the scenes to make sure your order goes smoothly, from the moment you place it to the moment it arrives at your door.

At Solopress, we know that great print requires more than just machines. It takes people. That’s why we’ve built a support system designed around your needs, not scripts.

Tailored support from a dedicated customer engagement team

Our Customer Engagement Team isn’t made up of generalists answering every question under the sun. Instead, we’ve built a support structure that reflects the real-world requirements of our customers — whether you’re uploading a one-off flyer or ordering in bulk every week.

At the heart of this is our triage approach. When you get in touch, we determine what kind of help you need. Then we make sure we direct you to someone who has the right knowledge to help. It’s a fast and effective way of making sure you don’t get bounced between departments or kept waiting for answers.

Getting the right help, first time

Here’s how our Customer Engagement structure works:

• Triage – Our frontline team reviews incoming enquiries and quickly identifies the best route to a resolution. They’re here to help you get straight to the right person.
• Order Processing & Proofing – This team handles the technical side of things, making sure your artwork is prepared correctly and ready for print.
• Account Managers – If you’re a business customer, reseller or placing regular orders, you’ll have a dedicated point of contact who understands your preferences and priorities.
• Solopro Team – For high-volume customers, the Solopro team delivers a personalised service with tailored pricing, product advice and support.

We also offer support by phone, email and live chat — whichever suits you best.

“You never know what someone’s dealing with on the other end. A bit of empathy and clear answers can really help make sure the customer gets what they need, when they need it.”
— Morgan Wenn

Where print meets people

We’ve invested in tools like Live Chat to help with simple enquiries and speed things up. We are currently running our 3rd generation chat bot and it’s improving all the time. However, we’ve also made a conscious decision to maintain a strong human presence.

Automation has its place, but there’s no substitute for experience, empathy and judgement. That’s especially true especially when time is tight or the job is complex. That’s why we continue to train and grow our Customer Engagement Team as Solopress expands. Many of our colleagues have a background in print or design, so they understand what matters and why.

Why over 31,000 customers gave us 5 stars

We’re proud to have a rating of Excellent on Trustpilot, with thousands of verified reviews from happy customers.

“I have used Solopress for printing flyers, posters, books, and they have always provided excellent service and a great finished product. On a recent project, Debbie went above and beyond to help me resolve an issue with the artwork I had supplied. Highly recommended!” — Noah via Trustpilot

Here when you need us

Whether you need a quick answer, some technical help or advice on your next print run, the Customer Engagement Team is here to help. You can always contact us by phone, email or Launch Live Chat to make sure you get the support you need, when you need it.