OnePlus announce a much improved and efficient customer service
OnePlus has announce on their blog that they have been working aggressively to improve one area that has been their Achille’s heel. Customer Support. They have announced that their customer support team has grown exponentially, works 24×7 and as a result, the customer satisfaction rate has increased 20% since December 2014. Customer Support team was the smallest department at OnePlus about a year ago and today, this is the largest team at OnePlus.
OnePlus has also added customer support presence on their social media channels so that end users can interact directly with CS without picking up the phone. Thanks to these measures, the first response time for all requests is now under 9 hours (40% faster than industry average of 21.2 hours). The target is to repair and return the device inside a week time.
OnePlus has made a few changes to the warranty services. All their accessories will now come with a one year warranty and all their products will have a 15 day return policy (up from 14 days)
We’ve also taken steps to strengthen the training our agents receive. From our recent customer support survey, we know that agent expertise is a priority. Therefore, in addition to simply expanding the numbers of our team, we’ve optimized training. Each new team member undergoes an intensive three-day training course, after which he/she is paired up with an experienced mentor to guide them through their first few weeks as a support agent. All of our agents attend weekly workshops where they learn about upcoming products, new features, changes to policies, tech support, and how to perfect their own soft skills when interacting with you guys, our customers.
