Why we don't offer phone support.
We offer customer support throughout the working day via email, live chat, and Facebook messenger. Our Service Level Agreement (SLA) includes a first response time to email enquiries of 90 minutes or less during working hours.
We've learnt from studying years of historical communications data that we offer a faster response to our customers with more "first reply" resolutions to your queries via email and other digital channels than telephone.
Here are few more reasons we have online support:
1. It allows us to quickly connect you to an agent with the right knowledge and skills to answer your questions.
2. Online support ensures your account history and communications are instantly accessible to all support agents who may need to deal with your query.
3. Nothing gets lost in translation if we need to escalate your issue, and you won't have to repeat yourself if a new agent is assigned your case.
4. An online enquiry allows us to spend the appropriate amount of time researching your question, liaising with our service providers if necessary, and then formulating informative responses with references to official resource included.