1. Customer Service Commitment
At www.msusoft.com, we are committed to providing excellent customer service and support to ensure our clients have the best experience with our ERP management software. Our dedicated customer service team is available to assist you with any queries, issues, or concerns you may have.
2. Response Time
Initial Response: We aim to respond to all customer inquiries within 24 hours of receipt.
Resolution Time: Our goal is to resolve most issues within 3 business days, but we will keep you informed throughout the process if it requires longer.
3. Channels of Communication
Email Support: You can reach us at service@msusoft.com for any queries or issues.
Live Support: We offer online inquiry support on our website for immediate assistance.
Phone Support: You can call us at +86 17029610091 during our business hours for direct assistance.
4. Service Level Agreement (SLA)
We have an SLA in place to ensure that our customer service meets specific performance standards. This includes response times, resolution times, and the overall quality of service provided.
5. Policy Compliance
Avoiding Misleading Claims:
We commit to providing accurate and truthful information to our customers.
Our customer service representatives are trained to avoid making any misleading claims or promises.
Adhering to Regulations:
We comply with all relevant laws and regulations related to customer service and support.
This includes data protection laws, consumer protection regulations, and any industry-specific standards.
Transparency and Accountability:
We will be transparent in our communication with customers, providing clear explanations and reasoning for any actions taken.
We are accountable for our actions and will take responsibility for any mistakes or issues that arise.
6. Customer Feedback and Improvement
Feedback Mechanism: We encourage customers to provide feedback on our services through surveys, emails, or direct communication.
Continuous Improvement?: We will use customer feedback to continuously improve our customer service processes and offerings.
7. Dispute Resolution
Initial Resolution Attempt: We will make every effort to resolve any disputes or disagreements with customers directly and amicably.
Escalation Process: If a dispute cannot be resolved directly, we have an escalation process in place to ensure it is addressed by the appropriate team members.
8. Policy Updates
Regular Review: We will regularly review and update our customer service policy to ensure it remains compliant with current laws, regulations, and industry standards.
Communication: Any significant updates to the policy will be communicated to our customers in a timely and transparent manner.
By adhering to this Policy of Customer Service and ensuring Policy Compliance, www.msusoft.com aims to provide a high level of satisfaction and trust to our clients.