My Account At Parcelox, we are committed to providing excellent customer support to ensure a seamless experience for our clients. This policy outlines how we address customer inquiries, complaints, and requests.
1. Our Commitment to You
• Responsiveness: We strive to address all inquiries promptly and efficiently.
• Respect: Every customer will be treated with respect, empathy, and professionalism.
• Solutions-Focused: Our goal is to resolve issues effectively while maintaining transparency.
2. How to Contact Customer Support
You can reach our support team through the following channels:
• Email: Contact us at support@parcelox.com for assistance.
• Phone: Call our customer support hotline at +971-555294935.
• Live Chat: Access live chat support via our website during business hours.
• Social Media: Send us a direct message on our official social media pages.
3. Support Availability
• Operating Hours: Customer support is available Monday to Saturday, 9:00 AM to 6:00 PM (local time).
• Response Time:
• Emails and social media inquiries will be addressed within 24-48 hours.
• Phone and live chat support offer immediate assistance during business hours.
4. Types of Support Provided
We assist with:
• General Inquiries: Information about our services, policies, and processes.
• Technical Support: Help with navigating our website or troubleshooting service-related issues.
• Order and Service Updates: Status inquiries, modifications, or cancellations.
• Complaints and Feedback: Addressing concerns and improving our services based on customer feedback.
5. Resolution Process
1. Initial Contact: Our team will acknowledge your issue and collect all relevant details.
2. Assessment: We will evaluate the issue and determine the best course of action.
3. Resolution: Depending on the nature of the issue, we aim to resolve it within:
• 2-3 business days for general inquiries or minor issues.
• Up to 7 business days for complex matters requiring further investigation.
4. Follow-Up: After resolving your issue, we may follow up to ensure your satisfaction.
6. Escalation
If you are unsatisfied with the resolution provided, you can request escalation to a senior support representative. Escalations will be prioritized and resolved within an additional 3-5 business days.
7. Customer Responsibilities
• Provide accurate information about your inquiry or issue to help us assist you effectively.
• Be respectful when interacting with our support team. Abusive or inappropriate behavior will not be tolerated and may result in termination of the support session.
8. Feedback
We value your feedback as it helps us improve. Share your experience or suggestions via email at feedback@parcelox.com.
9. Updates to the Policy
This policy is subject to updates to improve our customer support services. Any changes will be reflected on our website.
10. Contact Us
For all support-related needs, reach out to us at:
• Email: support@parcelox.com
• Phone: +971-555294935
• Website: www.parcelox.com
We are dedicated to delivering a positive and efficient customer experience, ensuring your satisfaction every step of the way.