Running into obstacles while trying to do business or complete a project is frustrating enough. The last thing you need on top of that is even more frustration while seeking help from Customer Support.
I recently sat down with Laura, one of our Customer Support team leads, to get the 411 on how users can best approach Customer Support to ensure they get satisfactory service as efficiently and quickly as possible. Whether your concern is about an order, payments, account status, or anything else Fiverr-related, here’s what she suggests to keep in mind when reaching out to Customer Support:
Avoid submitting multiple tickets for the same issue
It can be tempting to start multiple Customer Support tickets when you don’t get a response as quickly as you may wish, but this may only end up increasing your wait. Our response time varies based on several different factors, but rest assured that our team is always diligently working to address each ticket as soon as possible.
This also applies to follow-ups on existing tickets. Sending multiple messages while waiting for a response can cause further delays in them getting back to you.
Open a separate ticket for each unique issue
If you have multiple issues, it’s best to open separate tickets for each one instead of compiling them into one. This will help ensure our agents can give quality attention to each matter without one taking precedence over the other.
Visuals are always useful
For Customer Support to best assist you, it’s important that they fully understand your issues. When words alone fail to fully explain or clarify the problem, including visual aids such as screenshots or screen records can be a great help and reduce unnecessary back-and-forth communication. This is especially helpful when you are trying to report a bug or technical issue with your account.
Pro tip: When attaching visuals, do not crop any parts of the screen, as CS may need additional information on the page to understand the issue.
Escalating your issue
Customer Support takes special care to handle each case fairly and accurately based on our Terms of Service and Community Standards. If you disagree with a particular decision, you’re always welcome to escalate it by asking your agent to have your case reviewed by a supervisor.
Keep in mind, however, that supervisors cannot make exceptions or show favoritism toward users who have violated our policies.
For more information on how CS evaluates cancellation requests, visit here. For more information on how the various kinds of profile sanctions, visit here. Whenever you encounter issues on the platform, know that you have a team of dedicated Customer Support agents who are always eager to help. By following these quick and simple tips, you can help make your interactions with CS go as smoothly as possible, helping them, help you!
