Reasons Rumpl opted for no phone supportUpdated a year ago
All in all, at this point in time, phone support is not the best tool for our customer experience team because it would result in slower response and resolution times for customers and offer less capability to provide exceptional service. Rumpl is committed to provide the best experience for our customers possible and we are always interested in ways to improve our service. If you have any recommendations or feedback for us, we welcome you to reach out to our team via [email protected]!
Our team is small. While we pride ourselves on exceptional service and quick response times, our company is still small and our Customer Experience team is not at a size where we would be able to handle call volumes effectively.
Phone calls are slower on average. A customer experience agent can only handle one phone call at a time, whereas the same agent could handle multiple email and chat conversations simultaneously. Accepting phone calls would mean it takes longer to get back to each customer, so while some customers could receive quality service over the phone, many other customers would receive slower response times and it would take longer to resolve their problems.
Phone support offers less visibility. Our email and chat options are ideal support channels to use because our support team can view customer history (previous orders, product reviews, Blanket Fort rewards activity, previous support tickets, etc.) that allow us to view all relevant customer/order information in most situations. Additionally, sometimes sharing screenshots or pictures help us understand an issue quicker than a conversation over the phone.
Phone support is not always the easiest way to provide specific instructions. Many support tickets that come our way require step by step instructions for our customers to follow or require the customer to head to different web pages. Providing this support to customers via email or chat, allows our team to send full detailed instructions with pictures, hyperlinks, discount codes, etc. that can help a customer reach a resolution easier and faster.
Still have questions? Email us at [email protected] or click on the chat bubble in the bottom right side of the page - Our customer support hours are 8 AM - 4 PM PST from Monday to Friday and we typically respond within 2 hours.