How can I collaborate with Callnovo?

Answer: You can contact us through our website or directly send an email to our business mailbox.

Where is your customer service team located?

Answer: We have multiple global operation centers, with teams spread across all major continents.

Can I customize customer service?

Answer: Of course, we provide highly customized services to meet your specific needs for cross-border business.

Does Callnovo provide technical support services?

Answer: Yes, we not only provide customer service but also offer technical support, virtual assistant, content review, and other various services.

How do you ensure the security of my data?

Answer: We value the security of customer data and adhere to HIPAA and GDPR, adopting multiple encryption and security measures to protect data.

Can I change the service content at any time?

Answer: Yes, our services are highly flexible and can be adjusted according to your needs.

Do I need to sign a contract?

Answer: To protect the rights and interests of both parties, we will sign a service agreement with customers.

What are your prices?

Answer: Our prices vary depending on the content and scope of services. For specific information, please contact us.

Can I try the service first?

Answer: We offer trial services. You can contact us for details.

What are your customer service hours?

Answer: We provide 24/7 round-the-clock customer service.

How do you train your customer service team?

Answer: We appoint a dedicated Customer Success Manager to coordinate and supervise the training, ensuring that customer service personnel have high-quality service capabilities.

Can I request specific reports and analysis?

Answer: Of course, we can provide customized reports and analysis according to your needs.

What communication channels does Callnovo support?

Answer: We support various communication methods such as phone, email, social media, SMS, online chat, and more.

Can I terminate the service at any time?

Answer: Yes, you can terminate the service at any time in accordance with the contract terms.

How do you handle customer complaints?

Answer: We have a dedicated complaint handling mechanism to ensure that customer issues are resolved promptly.

Can I choose a customer service team from a specific country/region?

Answer: You can choose the most suitable customer service team location based on your business needs.

Does Callnovo support short-term projects?

Answer: Yes, we support both long-term and short-term projects.

How do you ensure the quality of customer service?

Answer: We have a strict quality monitoring system and technical means to ensure the provision of high-quality customer service

Which CRM systems can the Callnovo service team work on?

Answer: We support a variety of popular CRM systems, such as Salesforce, Zendesk, etc. We also provide our powerful self-developed CallnovoDesk.

Can I integrate my own system with Callnovo’s platform?

Answer: Yes, we have a professional technical team to provide you with APIs and other technical support to ensure smooth integration.

How is data security ensured during the technical integration process?

Answer: We adopt multiple security mechanisms such as SSL encryption and two-way authentication to ensure the security of data transmission.

How long does the technical integration take?

Answer: The specific time depends on the specific requirements, but we always strive to provide customers with fast and efficient integration services.

How do you assess the skills of customer service representatives?

Answer: We assess the skills of customer service representatives in all aspects through entry skill tests, later long-term regular exams, simulated customer service scenarios, and actual performance.

What happens if a customer service representative does not meet the standards?

Answer: The non-qualified customer service representative will be replaced and retrained to ensure that they can meet the service standards.

What kind of assessment and training does a new customer service representative need to go through?

Answer: New customer service representatives will undergo language testing, skill testing, basic training, professional training, and practical simulation to ensure they have high-quality service capabilities.

Is the training content updated regularly?

Answer: Yes, we update the training content regularly based on market changes and updates to customer knowledge content.

What learning opportunities are available to customer service representatives on the job?

Answer: We provide various learning opportunities for customer service representatives, including online learning platforms, internal training, and industry seminars.

How do you ensure quick responses from customer service?

Answer: We have strict operational indicators and monitoring mechanisms to ensure that customer service representatives can respond quickly to customer needs.

How do you handle customer inquiries during peak periods?

Answer: We make personnel adjustments in advance based on data analysis and forecasting to ensure service quality during peak periods.

Do customer service representatives have operational rules to follow?

Answer: Yes, we have established clear operational rules and behavior guidelines for global customer service representatives to ensure the professionalism and friendliness of the service.

How do you handle customer feedback?

Answer: We highly value customer feedback, each piece of feedback is recorded and analyzed to continuously optimize our service.

How do you ensure the continuity and stability of customer service?

Answer: We have backup hardware and network facilities, as well as emergency response plans, to ensure the continuity and stability of the service.

What are the key indicators in customer service operations?

Answer: We focus on several key indicators, such as response time, resolution rate, customer satisfaction, etc., to ensure service quality.

If I have specific requirements for the service, can you meet them?

Answer: Yes, our operations team will communicate with you in depth to ensure that the service can meet your specific requirements.

How do you ensure secure information operations?

Answer: We follow strict information security policies and procedures and use advanced technical means to ensure the security of information

How do you quickly respond to problems in the service?

Answer: We have a dedicated Customer Success Manager team and process to ensure that problems can be quickly and effectively resolved.

Is there a dedicated person in charge of customer relationship management?

Answer: Yes, we assign a Customer Success Manager to be responsible for long-term, stable, and high-quality comprehensive operations

Can I request regular service reports?

Answer: Of course, we can provide regular service reports and analysis according to your needs.

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CANADIAN HEADQUARTERS
Suite 1108, 3601 Highway 7 East, Markham,  ON L3R 8X6 Canada
CHINESE HEADQUARTERS
Baling Middle Road, Yueyanglou District, Yueyang City, Hunan Province, China, 414000.
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No. 9988, Shennan Avenue, Nanshan District, Shenzhen, Guangdong, 518000
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Ave. Arce 2433 " Torre las Americas" Segundo Mezanine, La Paz, Bolivia
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suite 502 , piso 5,Managua,Nicaragua,14038
PHILIPPINES OFFICE
Maharlika Highway Cabanatuan City Nueva Ecija Philippines 3100
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