Introduction
Skarbol Tech Ltd. is committed to providing exceptional customer support to our clients. This Customer Support Policy outlines our commitment to assisting clients promptly, efficiently, and professionally.
Customer Support Channels
Email Support: Clients can reach out to our customer support team via email at support@skarbol.tech for assistance with inquiries, issues, or feedback.
Phone Support: Clients can contact our customer support hotline at +8801590051309 during business hours for immediate assistance or to speak with a support representative.
Online Support Portal: Clients can access our online support portal crm.skarbol.tech to submit support tickets, track the status of their inquiries, and access self-service resources such as FAQs and knowledge base articles.
AI Support Assistant: Our AI-powered support assistant is available through our website and messaging platforms to provide instant responses to common inquiries and assist clients with basic troubleshooting.
Support Hours
Our customer support team is available during regular business hours 9AM to 5PM from Sunday to Thursday to assist clients with their inquiries and support needs.
For urgent matters outside of regular business hours, clients can leave a voicemail or send an email, and we will respond promptly during the next business day.
Response Time
We strive to respond to all customer inquiries and support tickets within 1 to 2 business days, during regular business hours.
For urgent inquiries or issues, we prioritize responses and aim to provide assistance as quickly as possible, typically within 12 to 24 Hours.
Support Ticket Handling
Upon receiving a support ticket, our customer support team will acknowledge receipt of the inquiry and provide an estimated timeframe for resolution.
Support tickets are assigned a priority level based on the urgency and impact of the issue, and our team works diligently to address high-priority tickets promptly.
Escalation Process
If a client is not satisfied with the resolution provided by the initial support representative, they may request escalation to a higher-level support team member or manager.
Escalated issues are prioritized for immediate attention, and our team will work diligently to resolve the matter to the client’s satisfaction.
Customer Feedback
We welcome feedback from our clients and use it to continuously improve our customer support services.
Clients are encouraged to provide feedback on their support experience, including suggestions for improvement, via email, phone, or through our online feedback form.
Support Documentation
We maintain detailed documentation of client inquiries, support tickets, and resolutions for quality assurance and continuous improvement purposes.
Client information is handled in accordance with our Privacy Policy to ensure confidentiality and data security.
Training and Development
Our customer support team undergoes regular training and professional development to ensure they have the skills and knowledge necessary to provide excellent service to our clients.
We invest in ongoing training programs, resources, and tools to empower our support team to address client inquiries effectively and efficiently.
Contact Information
If you have any questions, concerns, or require assistance, please don’t hesitate to contact our customer support team at:
Skarbol Tech Ltd. Customer Support
+8801590051309
Support@skarbol.tech
crm.skarbol.tech
Effective Date
This Customer Support Policy is effective as of 1st May, 2024 and supersedes any previous versions.
