Customer Support

Here we will find answers to our most frequently asked questions and learn more about OnePlus products. Do you have any other questions? We are here to help

This is a very important year of learning from the point of customer support. Starting from one to three customer support teams means that we have to document our process and start standardizing our approach. Also, we recognize that each customer support ticket is an opportunity to learn how to improve HelpHub. Since criteria for processing method of customer support are set, it improves the resolution speed of tickets. This year our team spent 16 hours to answer the support ticket, and we hope to reduce this number within 12 hours.

Companies have always been aware of the importance of successful customers, but traditionally this work has shifted to customer support. Support is a function to solve a problem when a customer makes a question and is a reactive implementation of a specific customer's request. It has existed for a long time in customer support. As there is only one place for customers to go when problems arise, this team will not go anywhere

The first response time is the average of the time it takes for customer support to respond to a customer or to respond with a support ticket. For example, if a customer sends a support request at 7 AM and receives a response before 8 AM, the initial response time of the interaction will be 1 hour on the customer's day. The time to close the support ticket is the length of time it takes for the support team to completely solve the problem. Unlike the initial response time, this shows a more comprehensive view on customer satisfaction. No matter how fast you respond to the original request, the "ticket" or request will not be closed until the problem is completely resolved and the customer is satisfied.