What to do when there is no reply from customer support?


Table of Contents
Role of customer care executives
How to make customer care answer the phone calls?
Why does customer care not answer the calls?
What to do if customer care is not answering?



Role of customer care executives

Customer care is equally important as any other worker in a company. They analyse customer complaints, make adjustments to the purchasing strategies, and try to solve the after-sales problems of the customers. Some of the crucial roles of a customer care executive include-

Managing the team of customer support
Looking after the after-sales service processes
Resolving customer problems from time to time
Creating various procedures and policies
Planning how to improve delivery services


How to make customer care answer the phone calls?

Are you tired of waiting for hours while making phone calls to the customer care executives of the e-commerce retailers? Do they put your call on hold or keep you waiting for hours/days/weeks/months? Are you fed up with excuses every single time? Not anymore! Follow the steps and get the customer care executives to answer your calls quickly-

Keep valid proof of documents – Always keep call records of earlier calls and recordings of the calls as pieces of evidence. Inform the customer support about the situation thoroughly. The customer support may try to manipulate the talks or facts.
Escalate the issue to the higher authorities – If the customer care is not answering your calls, emails, or social media posts, it is better to escalate the problem to higher authorities. You can visit a consumer court or file a legal case against them.


Why does customer care not answer the calls?

Usually, a reputed company tends to answer every call and solve the problems of the customers. They will also solve the queries of the customers who make posts on social media. That’s how a good company should be!

There can be many reasons where customer care is not able to respond to the queries. Some of them are-

Management crisis
Rush during a particular season/festival
Already solved the solution, and you are calling again and again
Trying to hide their mistake or ignore their fault
Not knowing the solution
The frustration of work/working environment


What to do if customer care is not answering?

Step 1 – It’s time to submit a legal notice to the e-commerce website. Reach out to an official lawyer, ask him to draft a legal letter on an official stamp paper, and post the same to the e-commerce website. A lawsuit has to be filed by the customer if the e-commerce fails to answer.

Step 2 – Visit the National Consumer Helpline here https://consumerhelpline.gov.in/nch.php to report non-answering from the customer support of the particular e-commerce portal. You can also file a complaint at your nearest consumer court. Locate your consumer court from here - https://consumerhelpline.gov.in/locate-consumer-court.php.

Step 3 – Voxya will always come to rescue you from scammers and fraudsters. It is an online consumer complaint forum. It enables the user to file consumer complaints against brands quickly. It helps the user in fighting against fraud and unresponsive customer service. Voxya leverages social media, business networks and legal frameworks to resolve consumer complaints in India. It also provides a solution to prepare consumer complaints in the consumer court or consumer forum.

One can file a complaint here https://voxya.com/file-consumer-complaint. There is no specific phone number or mail ID to contact Voxya. Still, if you want to reach them, submit your details here https://voxya.com/contact-us and wait till they respond.