Customer contact
In this article, we explain which channel you must use to contact the customer and what you must do if you need to use an external channel.
Contents
- Main communication channel
- When you may use other channels
- What you must do afterwards
1️⃣ Main communication channel
Communication with the customer must always be carried out through the platform messaging system.
2️⃣ When you may use other channels
You may only contact the customer through other channels in exceptional cases, for example:
- If the customer does not respond through the platform messaging system.
- If it is an urgent situation.
In these cases, you may use other channels, such as email or a phone call.
3️⃣ What you must do afterwards
Important: if you use any external channel, you must record the conversation in the platform messaging system. Summarise what was discussed or copy the relevant content.