We offer email and facebook messenger support to our customers Mon-Sat year round (apart from Christmas Day & New Years Day)
We have an automated message setup on our Facebook page asking everyone who messages us to send an email instead
This helps keep all support in once place
We have phone numbers on our sites for customers to call
They will hear a pre recorded message that asks them to email us, we do not provide live phone support.
We can access any voicemails from our grasshopper dashboard
We advise customers that their messages will be responded to within 24 hours
We expect ALL messages to be responded to within 8 hours so we can exceed expectations
We use software called Helpscout to manage emails
All mailboxes are managed from Helpscout, it is important that they are all monitored
Helpscout contains pre saved replies for common queries that we can select to reply to customers quickly
All emails received must be summarized with the use of tags
There is more information on what this means in the next section and the Helpscout overview video
Most queries relate to order tracking and product information
We also need to deal with refunds and disputes
All our responses must be friendly and helpful!