【公告】关于客服服务时间调整的通知

尊敬的Superbuy用户伙伴们： 感谢您一直以来对Superbuy的使用和喜爱！ 自疫情以来，为了能够给用户提供更加优质的服务体验，我们从2021年1月起，对我们在线服务团队的服务情况开始进行监测和分析，其中也包括对客户满意度的调查及行业内横向对比，最后我们发现由于客户服务资源一直不够集中，导致了如：等待时间过长、占线无法接入、长时间排队等情况一直未能得到有效改善，给部分用户造成了不好的服务体验，为此我们深表歉意！ 为了能够让更多用户享受到实时的人工在线服务，合理高效配置客户服务资源，我们计划对在线客户服务的时段和邮件入口做更加集中的整合，具体调整如下：       1、服务时段：从原来的8：00-20：00调整为9：00-18：00（周一至周日，北京时间）；       2、业务范围：此次调整涉及业务包含Superbuy、电话、QQ群、微信群；       3、服务时间段调整日期：从2021年7月1日09：00（北京时间）正式实施，此次调整试行期3个月，后续将根据实际运行情况酌情做优化调整；       4、service邮箱（service@superbuy.com）从2021年6月28日00:00（北京时间）暂停服务，将由care邮箱（care@superbuy.com）承接用户邮件服务咨询； 因客户服务时间和邮箱入口变更给您带来的不便，希望得到您的谅解，Superbuy团队将继续竭诚为您提供优质的服务！ Superbuy团队温馨提示： 1、如非服务时间段内，您有咨询或问题反馈，可通过在线客服弹窗留言说明，客户服务人员上班后第一时间为您跟进处理； 2、如您选择通过留言窗口表达您的困扰，为高效解决您的困扰，建议您提供全面必要的信息（如：注册邮箱、包裹号/订单号/商品链接、详细问题说明等 ），以便客户服务人员为您处理； 3、service邮箱（service@superbuy.com）已经接收到的邮件会正常处理直到结束。如有任何的疑问，可以联系我们在线客服或者发送邮件到care邮箱（care@superbuy.com）。 Superbuy团队 2021年7月1日

Adjustment of Service Hours of Customer Service

Dear Superbuy users and partners, Thank you so much for supporting us as always! Since the outbreak of COVID-19, aiming to provide all users with a better experience, we’ve started monitoring and analyzing the service of our online service team since January 2021, including conducting survey of customer satisfaction and peer comparison. We’ve found that due to constraints of service resources, some issues remain unfixed, such as long waiting time, no access to live chat, long queuing time, etc. We are truly sorry for any inconvenience this has caused to you! In order to let more users access our live online service and make better use of customer service resources, we plan to make some adjustments as follows: 1. Service Hours: Changed from 8:00 - 20:00 to 9:00-18:00 (Mon - Sun, Beijing Time); 2. Scope: Applicable to Superbuy,  Telephone, QQ Group and WeChat Group; 3. Start Date: Officially starting July 1, 09:00, 2021 (Beijing Time) with a trial run for 3 months. Further optimization is subject to the actual result; 4. Service Email (service@superbuy.com) be suspended starting June28, 00:00, 2021 (Beijing Time), and if you have any inquires, please contact us via Care Email (care@superbuy.com). We apologize for any incontinence these adjustments will cause to you! Thanks for your understanding! Superbuy Team will continue to provide you with ingenious service! Kindly Reminder 1. If you have any inquiries or feedback during non-service hours, you can leave a message via the  pop-up of online customer service, and our customer service staff will respond ASAP after they get to work; 2. If you want to tell us any issues via the pop-up, please leave complete and necessary info (e.g. sign-up email, parcel number / order number / product link, detailed description, etc.), so as to let our customer service staff handle them for you effectively; 3. Emails that have been sent to Service Email (service@superbuy.com) will be handled normally until the issues or inquiries included are completely taken care of. If you have any questions, please contact the online customer service or via Care Email (care@superbuy.com). Superbuy Team July 1, 2021

I am not sure how cutting service will better help customer with issues =(

Hi

Need to speak to a live agent

不太懂缩短客服工作时间怎么就能提供更好的服务了？？？以前可是24/7的，现在想找客服还要掐准时间，太不方便了！

hitomixoxo 发表于 2021-7-5 21:18 不太懂缩短客服工作时间怎么就能提供更好的服务了？？？以前可是24/7的，现在想找客服还要掐准时间，太不方 ...

对啊就是，时间缩短了还叫更好的服务？？疫情前可是24小时7天非常好，因为毕竟你们的顾客都是国外的掐不准时差所以24小时！现在价格上涨结果客服工作时间还缩短了什么情况

Deathmoor1 发表于 2021-6-22 10:52 I am not sure how cutting service will better help customer with issues =(

ikr