Why Don't We Have A Phone Number?
While we don't offer an active phone line, we do have the following customer support options that are available for our customers:
Email: [email protected]
Chat: The blue bubble in the bottom right corner of most Rumpl.com pages!
Our standard customer support hours are 8 AM - 5 PM PST from Monday to Friday (excluding US Federal holidays) and we typically respond within 2 hours.
When our agents are offline, our Help Center and FAQ are always available to customers.
With the options above, we have decided to not to offer phone support for a number of reasons that we will detail below.
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. An customer experience agent can only handle one phone call at at 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.
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] or any of the other channels listed above!