Waiting for an answer or help with a product issue can be frustrating, but Fellow's Customer Experience team strives to help as quickly as we possibly can! In this article, we'll discuss how to know if your request went through and what to do when you haven't heard back.
Table of Contents
- Confirm Your Request Was Received
- What's a Normal Wait Time?
- Should I Follow Up?
- What if My Request is Urgent?
- Check Your Spam
Confirm Your Request Was Received
Whether you submitted a request through our online submission form, a request was created for you by our Customer Experience Assistant in chat, or you emailed our "hello@fellowproducts.com" email directly, a successful submission should always trigger a confirmation email within a few minutes of the submission. An example screenshot can be found below:
Receiving one of these messages means, without any doubt, that you'll receive a response from a Customer Experience agent as soon as possible. If you've not received a confirmation email, and you've confirmed that it wasn't sent to your spam/junk folder by accident, it's possible the request never went through successfully.
What's a Normal Wait Time?
So you've received a confirmation email, but still haven't received a response. What's a normal wait time?
Fellow's Customer Experience team always aims to respond to customers within 24 hours of submitting a request, but no more than 72 hours from submitting a request, as mentioned in the confirmation email. However, there may be instances when wait times are slightly longer. For example, during peak holiday season in November and December, it's possible to see wait times be upwards of 7 days.
If there is a longer wait time, we'll be sure to include that in the confirmation email to help set expectations.
Regardless, you have our word that our team will be working extremely hard to respond as quickly as possible and give everyone the time and attention they deserve.
Should I Follow Up?
If you've not heard back from a Customer Experience agent within 72 hours, please feel free to respond to the confirmation email and check in. It may not guarantee a faster response time, but it definitely doesn't hurt to keep the conversation going.
What if My Request is Urgent?
We understand that sometimes, urgent matters come up that just can't wait. If your request is urgent, please respond to the initial request with "URGENT". This will help us prioritize your request accordingly.
Check Your Spam
In some cases, we've seen email providers automatically send our agents' responses to spam or junk due to one reason or another. If you've been waiting for more than 72 hours for a response and a longer wait time has not been communicated in advance, or if you've followed up multiple times without a response, it's always a good idea to check your spam/junk folder to make sure this hasn't been occurring without your knowledge.
If we suspect that this might be happening on our end, we'll reach out to you directly to see if we can help resolve it. However, it's always a good idea to whitelist our two main emails to make sure you get the help you deserve without any added delays. In case it's helpful, we've included a third-party article below that details how to whitelist emails in all the most common email services.
How to whitelist emails in Gmail, Outlook, Yahoo, and More
Have More Questions?
Ask our specially-trained CX assistant by clicking on the chat icon in the bottom right corner of this page. It will answer your question or get you connected with someone who can help!
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