Sunteco would like to inform our valued customers and partners about our customer support policy as follows:
8-STEP 3-TIER CUSTOMER CARE PROCESS
08 STEPS IN SUNTECO’S CUSTOMER CARE PROCESS
Step 1: Receiving the Request
The customer service representative first receives and records the customer’s support request. This can occur through various channels such as phone, email, website, or chat software.
Step 2: Identifying the Issue
Clearly understand the customer’s request or issue. Ask specific questions to assess the current situation and provide appropriate support.
Step 3: Problem Resolution
Commit to resolving the issue quickly and effectively. Analyze and resolve the customer’s problem, which may involve providing usage instructions, answering inquiries, or fixing technical errors.
Step 4: Process Notification
Explain the process being followed to identify and resolve the issue. Provide specific details about the steps being taken so that the customer can better understand the situation.
Step 5: Providing Updates
Continuously update the customer on the progress of the resolution. If there is any new information or the next step in the process, inform the customer in a timely manner.
Step 6: Recording and Feedback
Listen to the customer’s feedback regarding the measures taken and ensure that all their concerns are fully addressed. Gather feedback about their experience with your support services.
Step 7: Maintaining Communication
.Maintain ongoing communication with the customer to ensure they remain satisfied and encounter no further issues. Share useful information, updates on products or services, and request suggestions for improving your service.
Step 8: Evaluation and Improvement
Evaluate the performance of the customer support process and identify opportunities for improvement.
THREE TIERS IN SUNTECO’S CUSTOMER CARE PROCESS
RESPONSE TIME
During Business Hours
For support requests via Email or Chat: The Customer Service Department will respond within 15-30 minutes from the time the request is recorded.
Outside Business Hours
In case of urgent issues requiring immediate response: Customers are kindly requested to contact the Hotline (+84) 97 956 8725 for timely support.
SUPPORT TIME
During Business Hours (Monday – Friday)
Time: 08:30 AM – 06:00 PM
Providing user support, product and service quality inquiries, and issue resolution.
Outside Business Hours
(Saturday, Sunday, and Public Holidays)
Emergency incident support: issues related to service interruptions.
SUNTECO SUPPORT CHANNELS
Hotline (24/7)
Business Hours: (+84) 78 678 3868
After-hours Support: (+84) 97 956 8725
info@sunteco.io
Contact Sunteco
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