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Customer service policy of One Click Actions

Last update: November 6, 2024

One Click Actions is committed to providing its customers with fast and efficient customer service delivered exclusively through electronic communication channels. This policy outlines the channels available, our response time targets, interaction expectations and data protection measures.

1. communication channels

In order to offer our customers the best possible service, we provide two main channels for support:

1.1 E-mail support and ticket system

  • Contact by e-mail: Customers can send support requests by e-mail to support@oneclickactions.com at any time.
  • Ticket system: Every email request is converted into a support ticket, which is processed by our team according to priority and urgency. Customers receive a ticket number to track the issue and can be informed of progress via email updates.
  • Area of application: The ticket system is particularly useful for technical queries, billing questions and problems that require further research.

1.2 Live chat

  • Availability: Our live chat is available to customers around the clock and can be accessed via the customer portal on our website.
  • Immediate support: The live chat is ideal for urgent questions or uncomplicated requests where the customer needs an answer quickly.
  • Security guidelines: We strongly advise against sharing sensitive information such as passwords or full payment information via live chat.

2. targets for response times

One Click Actions sets clear targets for processing and responding to customer inquiries, depending on the channel used:

  • E-mail and ticket system: Response within 24 hours on working days. During busy periods and at weekends, the response time can be up to 48 hours.
  • Live chat: Immediate answers during service hours. With high volumes, the response time can be up to 5 minutes.

3. expectations of the interaction

To ensure positive and productive interaction, we expect our customers and employees to treat each other with respect and professionalism.

3.1 Expectations of customers

  • Provide complete information: Customers should provide all relevant information when submitting a request to enable quick processing. This includes exact details of the account, error messages and a detailed description of the problem.
  • Respectful communication: We expect customers to always communicate with our team in a polite and respectful manner. Our team strives to handle all inquiries in a professional and friendly manner. Behavior such as threats or insults will not be tolerated and may result in limited support.

3.2 Commitments of our team

  • Commitment to excellence: Our customer service representatives are trained to handle every request with patience and competence and to support the customer with clear, understandable and complete answers.
  • Respectful and professional communication: We are committed to treating every customer with courtesy and respect and responding to their needs in the best possible way.

4. data protection and security

The protection of your data is a top priority for us. The following data protection measures apply in the context of customer service:

  • Confidentiality: All information shared in the context of customer inquiries will be treated confidentially and stored and processed in accordance with our privacy policy.
  • Security guidelines: Customers are requested not to transmit sensitive data such as full credit card numbers or passwords via live chat or e-mail. One Click Actions accepts no liability for any damage caused by the disclosure of sensitive data.

5. feedback and improvement

We value feedback from our customers in order to continuously improve our service. Customers are invited to send suggestions, complaints or comments by e-mail to feedback@oneclickactions.com.

By using our customer service, you agree to the terms and conditions set out in this policy. If you have any questions or concerns about our customer service policy, please contact our team at any time.