Why don't you offer phone support?

Why don't you offer phone support?

While some issues can be solved quickly over the phone, most support involves much more detail such as order history and account information that we can access quicker and better help you with by providing support via email or chat. Most issues that can be solved over the phone, we've outlined in detail in our extensive FAQ section so that everyone can find answers to our most common questions quickly. Here are some reasons we currently do not offer phone support:

Online Support Saves Time: This works for both the customer and the support agent. Think about all the time you've wasted on support phone calls. Listening to hold music, being transferred several times just to be asked several questions and verify your account. When you submit your question to us online your ticket is automatically sent to the best person to handle it and because it's online, your information is already available through your account so we don't have to waste time confirming who you are or asking for order numbers.

Support & Ticket History: By always using online support, we will have access to and be able to reference all of your support history. This also saves times for both the customer and agent because there is never going to be a need to repeat yourself or provide case numbers to a phone agent. We will have access to your full support history so we can quickly and efficiently resolve the issue at hand.

Keeps Costs Down: You may have noticed our prices are much lower than your average corner smoke shop. In addition, we offer an extensive Low Price Guarantee that ensures we will beat any competitor's price by 5%. Furthermore, we offer our Smokegeg Rewards members up to 10% back on every purchase. And lastly, we offer free shipping on all orders. That's a lot of savings. To be able to offer all of these great benefits to our customers, it's important to keep costs low where possible so we can pass this along to you. Therefore, by eliminating phone support and saving time we are saving money that can be used in ways to better your shopping experience.

Our FAQ Handles Common Issues: As mentioned above, most queries that actually can be resolved over the phone can be resolved by our extensive FAQ or by self service features such as the ability to edit or cancel orders.

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