Frequently Asked Questions.
We are here to assist you with any questions or issues you may have regarding our Support Experts. Our goal is to provide you with the best possible experience and help you make the most out of our services.
We, at The Support Experts, offer complete customer support services to Shopify apps owners & Shopify Developers. Support Experts provide support in two levels: Level 1 and Level 2. Our Level 1 support team handles common and basic customer queries, offering quick and efficient responses. However, the Level 2 support team addresses complex problems and delivers customers with in-depth solutions. We ensure that every challenge a customer faces during their Shopify journey is thoroughly addressed.
We follow a smooth process at The Support Expert to offer effective customer support:
Start: We start by understanding our client's business requirements and customer support needs. Our team of Support experts conducts in-depth analysis to identify business gaps and aim for the improvement.
Setup: Our support team will now integrate with the business’s operations. We are trained about your products, services, and brand and will efficiently represent the business accurately to the world.
Ongoing: Our team offers ongoing assistance to each customer and handles every query effectively. We ensure regular communication with the business owners and provide them with regular updates.
Through this process, we ensure to deliver top-class services to every Shopify owner & Developers.
The Support Experts prioritize timely responses to all support requests. The initial phase includes Inception and Onboarding will take up to 3-4 weeks.
Our Level 1 support team responds to basic queries within a few hours. However, Level 2 support team response time may vary depending on the complexity of the queries. Offering the utmost satisfaction and quick resolution is our only priority.
The Support Experts seamlessly manage to address every issue of the customer. However, if you have multiple apps, we will gradually start by giving support to some of the apps and later start giving support to the rest apps. It is essential to invest time and effort to learn about the products or services to offer efficient solutions to every app support.
No, you don’t need to provide training to our agents for your apps. Our initial process includes the necessary training that helps team members understand your products, services, and brands. This way we ensure to provide seamless solutions to customers.
The Support Experts take customer complaints and feedback seriously and try their best to offer the best solutions. We follow the below-mentioned process:
- Listen & Record - Our support team carefully listens to every complaint and feedback and records all details accurately for future reference.
- Action - Later, we understand the issues of the customer and identify ways for the resolution.
- Resolution and Follow-up - Our team addresses the complaint promptly and resolves the issue before TAT. We ensure to ask for follow-ups to offer the utmost satisfaction to our customers.
- Continuous Improvement - After providing a resolution, we continuously improve our process for a better support experience.
Our team is highly qualified and experienced to deliver exceptional service. The team holds experience many years of experience in customer support, mainly in Shopify. They are proficient in resolving basic to complex issues related to Shopify functionalities. Even we regularly train our support team to stay updated with the latest trends and tools in the industry.
The Support Experts value your feedback and input thus, you can provide feedback in several ways:
Through feedback forms: After the service contract, we will offer you a feedback form through which you can rate our service and leave your valuable feedback.
Email: Clients can send direct feedback to our support email and we will happily review your feedback and implement suggestions into our process.
Portal: We have a feedback support portal available, you can submit your thoughts there too.
Our team of support specialists will work with your in-house team and try to adapt to the procedures your team wants us to follow. It can be a great match for business success.
The Support Experts is located in India. But we offer worldwide services 24/7 to help your business meet its goals.