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Process Overview
Keys Customer Service System
Keys has worked with system software developers to create a very efficient customer service system that is designed to answer your question, correct or change orders and offer advice for skin issues you are experiencing.
The way the system works is that you submit and inquiry through the system. This inquiry goes into a software queue based on the importance of your need. The inquiry is dispatched via an email notice to the department you have selected. Each department has an expert assigned to it to answer your inquiry. This system is a very sophisticated knowledgebase inquiry system that will offer solutions to your question based on those that we responded to in the past. In over 80% of the cases, you will probably find the answer to your question within this automated knowledgebase.
Why direct phone customer service? Because it is not as efficient nor is it cost effective! Call centers are very expensive to rent time and frankly, the people who work these phones do not have a deep knowledge of our traditional inquiry. These sorts of people based systems are really designed for mass consumer products with a very simple set of standard questions. For us to have scientist and practitioners standing by to answer the phone is also very inefficient.
Who answers your inquiries? One of our founders came to create Keys in the likeness of the high tech company he ran in Silicon Valley. His belief is that the right person should answer the questions and inquiries that there area of expertise encompasses. So, the inquiries you have about orders and product availability are answered by the sales administrator who coordinates all the factory product. Inquiries about product functionality are answered by one of our engineers who rotate through the customer service desk. Inquiries about business opportunities are answered by our marketing coordinator and for advice about what to use our products for or how to use them are answered by one of our scientists, practitioners and even the founders.
So you want to talk to someone. You can do that as well. So, call +1.310.954.0763 and you will be connected to a very sophisticated voice response system that will prompt you to leave a message. When instructed, leave your name, phone number and where you are calling from. Leave your message and the best time for someone to call you. When you hang up, the cool part happens. The system translates your voice message into a text message that is then emailed to the next available person to call. Sometimes you get a call back in minutes as long as it is a reasonable time of day and someone is available. It is rare, but it can take up to a day to return your call, so that is why the inquiry system above is better and faster.
So, that is it. We keep making improvements and we will soon be testing and online chat function as well.
Keys has worked with system software developers to create a very efficient customer service system that is designed to answer your question, correct or change orders and offer advice for skin issues you are experiencing.
The way the system works is that you submit and inquiry through the system. This inquiry goes into a software queue based on the importance of your need. The inquiry is dispatched via an email notice to the department you have selected. Each department has an expert assigned to it to answer your inquiry. This system is a very sophisticated knowledgebase inquiry system that will offer solutions to your question based on those that we responded to in the past. In over 80% of the cases, you will probably find the answer to your question within this automated knowledgebase.
Why direct phone customer service? Because it is not as efficient nor is it cost effective! Call centers are very expensive to rent time and frankly, the people who work these phones do not have a deep knowledge of our traditional inquiry. These sorts of people based systems are really designed for mass consumer products with a very simple set of standard questions. For us to have scientist and practitioners standing by to answer the phone is also very inefficient.
Who answers your inquiries? One of our founders came to create Keys in the likeness of the high tech company he ran in Silicon Valley. His belief is that the right person should answer the questions and inquiries that there area of expertise encompasses. So, the inquiries you have about orders and product availability are answered by the sales administrator who coordinates all the factory product. Inquiries about product functionality are answered by one of our engineers who rotate through the customer service desk. Inquiries about business opportunities are answered by our marketing coordinator and for advice about what to use our products for or how to use them are answered by one of our scientists, practitioners and even the founders.
So you want to talk to someone. You can do that as well. So, call +1.310.954.0763 and you will be connected to a very sophisticated voice response system that will prompt you to leave a message. When instructed, leave your name, phone number and where you are calling from. Leave your message and the best time for someone to call you. When you hang up, the cool part happens. The system translates your voice message into a text message that is then emailed to the next available person to call. Sometimes you get a call back in minutes as long as it is a reasonable time of day and someone is available. It is rare, but it can take up to a day to return your call, so that is why the inquiry system above is better and faster.
So, that is it. We keep making improvements and we will soon be testing and online chat function as well.