Excellent Customer Support ...Not a Call Centre!
Clients Have Direct Access to Our Friendly & Efficient Ops Team
As around 98% of all queries are operational it makes sense that Ops staff answer them
That's why we route every ticket to our Ops team
All tickets are answered (and if possible resolved) within 1 working hour
We keep it simple: just send an email from your mobile or laptop
How Does It Work?
We convert all emails into tickets and answer them on a first come first served basis
Our ticketing system is designed for team collaboration so if one of our ops team cannot answer your question they can easily assign it to a relevant colleague
All tickets are answered within 1 hour during the normal working day (09:00-17:00 GMT)
Any tickets that have been answered but require longer to resolve are prioritised and visible to the Operations manager so they are never forgotten
Why We Don’t Employ Account Managers?
Unlike our competitors, we don’t employ ‘Account Managers’ or ‘Consultants’ because we don’t feel they add any real value to the working relationship with our clients.
Typically, clients ask questions that are to do with their orders or stock so it makes sense they speak directly with our operations team