Support Policy Page
SUPPORT POLICY
Introduction:
Our company is committed to providing exceptional customer support for all e-commerce transactions. We understand the importance of addressing customer inquiries, resolving issues, and ensuring a positive shopping experience. This support policy outlines our guidelines and procedures to assist customers effectively and efficiently. By adhering to these practices, we aim to build trust, loyalty, and satisfaction among our valued customers.
1.Channels of Support:
We offer multiple channels through which customers can seek assistance and support:
a. Customer Service Helpline: Customers can reach our dedicated helpline for immediate support via phone. The helpline operates during business hours (8am to 5pm daily) and is staffed by trained customer service representatives. You can reach us through the following dedicated line (+2348078095798)
b. Email Support: Customers can email their queries or concerns to: support@hawaree.com. Our team strives to respond promptly and address all inquiries within a reasonable timeframe.
c. Live Chat: Our website features a live chat option, enabling real-time communication between customers and support agents. This channel facilitates quick responses and allows for efficient issue resolution.
d. Knowledge Base: We maintain an online knowledge base that contains frequently asked questions (FAQs), troubleshooting guides, and relevant product information. Customers can access this resource 24/7 to find self-help solutions.
2. Response Time:
We understand the importance of timely support and strive to provide prompt responses to customer inquiries. Our general response time targets are as follows:
a. Phone Support: We aim to answer customer calls within 2 minutes of the initial contact.
b. Email Support: We endeavor to respond to customer emails within 24 hours after receiving them, excluding weekends and public holidays.
c. Live Chat: Our goal is to provide immediate assistance through live chat, with an average wait time of less than 2 minutes.
Please note that response times may vary depending on the complexity of the inquiry and the volume of support requests received.
3. Issue Resolution:
Our support team is dedicated to resolving customer issues effectively. Upon receiving:
a customer inquiry, we follow these steps to address the concern:
a. Acknowledgment: We acknowledge the customer's concern and ensure they feel heard and understood.
b. Investigation: Our support agents gather all necessary information and investigate the issue thoroughly.
c. Resolution: We work diligently to find a solution and provide step-by-step guidance to resolve the problem. If necessary, we involve relevant departments to ensure a satisfactory resolution.
d. Follow-up: After resolving the issue, we follow up with the customer to ensure their satisfaction and inquire if further assistance is required.
4. Escalation Process:
In cases where an issue cannot be resolved through regular support channels, we have an escalation process in place. If a customer feels their concern has not been adequately addressed, they can request to escalate the matter to a higher level of support or management. We are committed to reviewing escalated issues promptly and providing the necessary attention to reach a satisfactory resolution.
5. Feedback and Continuous Improvement:
We value customer feedback and actively seek ways to improve our support services. We encourage customers to provide feedback on their support experience, whether positive or negative. Such feedback helps us identify areas for improvement and enhance the overall quality of our support services.
Conclusion:
Our support policy demonstrates our commitment to delivering excellent customer service in the e-commerce domain. By providing various support channels, aiming for prompt responses, and resolving issues effectively, we strive to ensure a positive and hassle-free experience for our customers. We continuously refine our support practices to meet evolving customer needs and expectations.
