FAQS

1 Why is customer service so important?

Many businesses nowadays are operating in a 100% virtual environment which can sometimes put customers in a difficult situation - unable to reach a real human being to answer their questions or help them make the right choice. That’s why, for both bricks-and-mortar and virtual businesses, excellency in customer service should be a number one priority in order to attract, serve and retain their clients. Because without customers there’s no company and no business.

2 Why should I consider providing 24/7 customer service?

Customer service is defined by the highest level of trust that your customers have in your brand or offering. By offering 24/7 service you will give your customers a sense of security in the professionalism of your company, gain valuable insights, increase revenues and minimize complaints, escalations and in actual fact costs too.

3 Can I combine more than one subscription plan?

Yes, absolutely! We know that every business is unique and has its own challenges and requirements. Therefore if you want to create your own custom plan with a combination of features that best fits your needs and the needs of your team, get in touch and we’ll guide you through the process.

4 What is the billing frequency - monthly or annually?

We offer you a choice of different billing periods that vary in frequency from monthly to every 3, 6 or 12 months. The prices that you see listed on our website are 12 months (annual) period.

5 What is the length of the subscription contract?

All contracts are for a period of 12 months. When you reach the first 12 months of your initial contract the billing automatically switches to the next billing period according to your choice.

6 Can I change the number of users in my plan?

Yes, absolutely. We give you the freedom and flexibility to change the number of people in your plan (reduce or increase) according to the needs of your business. We understand how challenging it can be to run a new company and in particular in today’s business climate we want to be as flexible as possible so all our subscribers can benefit from our services.

7 What happens after the free trial period expires?

We know that it’s hard to make a decision about outsourcing your customer service and that’s why we work with you constantly during your free trial to get your feedback so we can feed forward and offer you the service you need. Once the free trial is over it’s up to you whether you want to continue with your chosen subscription plan, upgrade, downgrade or change it in any way.

8 Will I be charged anything if I decide not to continue with my subscription after the free trial?

There will be no extra charges should you decide not to continue with your subscription. We know that it takes time to find the right service provider so once your free trial is over, should you decide not to continue we would appreciate your feedback so we can also grow and improve.

9 How can I be sure that you’ll understand my products or services?

Our team makes it their mission to deep dive and understand in depth the product or service proposition of all our clients. We will study your website, app or platform in as much detail as needed and diligently ask you questions to provide all the necessary information so we are as familiar with your business as you and your employees are.

10 How can you assure me that my information will be kept confidential? 

We sign an NDA (Non-Disclosure Agreement) with all our clients and guarantee you that all your information will stay confidential and 100% secure. We pride ourselves on working in many industries without ever having had a security or competitor data issue.

11 Would I have an account manager as part of my plan? 

Yes, you will be assigned your account manager as part of your plan. He or she will be available to help you get onboarded with your plan and ensure a consistent service level and support throughout the duration of your subscription.

12 Do you offer your services only in English?

Even though English is the lingua franca nowadays, we know perfectly well that not everyone speaks it and that business is conducted in many other languages. Therefore we offer multilingual customer support globally across all channels so we can serve you and your customers worldwide in the best way we can.

13 How will I know if your services are providing the necessary returns?

We are confident in the quality of the services we provide and aim at the maximum transparency to prove this to our subscribers. That’s why we offer you measurable results by generating detailed performance reports every week. Thus you can see what works and what doesn’t in order to improve your offer and your requirements to us so we can support you better.

14  Do you offer training?

We want you to make full use of the resources we offer at Patkoz so your business can succeed. Please contact our team if you want to make an appointment for private consultancy sessions or to get training on a particular part of our offering.

15 What are the main channels you offer support through?

We at Patkoz offer 24/7 support via phone and live chat. You can rest assured that your customers will be able to reach your company via us any time regardless of the time zone they’re in. In addition we also have a team of IT veterans who offer technical support from basic troubleshooting to QA.