Customer Service is a key focus area of EMarketz India Pvt Ltd. Customer Service for us is a holistic approach targeting continuous improvement in customer experience and quality of our operations. We firmly believe in Kaizen (Continuous Improvement) and due to this our process undergoes changes every three months.
The Customer Complaint and Grievance Redressal Policy presents a structure for addressing the customer Grievances and turnaround time associated with them.
The objective of this policy is as under
All the complaints received by EMarketz are recorded and tracked by the client support team. All the complaints received must be logged by clients or their authorised representatives directly and the complaint ID must be mentioned in all correspondence.
EMarketz conducts a quarterly quality audit to ensure categorisation and assignment of complaints and to check whether the resolution is complete and correct. Quality scores of each resolution are shared with respective team members after the audit report to be also reported to the Customer Service Committee of the company.
For general queries and suggestions, please contact by writing in to email@example.com
For complaints and grievances please follow the below matrix and escalation procedure
Generation of complaint ID and wait for one business day for response from client support team of EMarketz.
If you don’t hear anything for upto two business days post writing to level 1, Please write to firstname.lastname@example.org . Always quote your complaint ID.
Please write to email@example.com quoting your complaint ID if you don’t get a revert within two business days from level 2. Please send the mail exchange history of level 1 and 2 interactions as well.
For all legal matters, you may contact by writing in at firstname.lastname@example.org