Introduction
EssayShark is an online academic writing service that allows students to hire freelance writers to complete various types of homework assignments such as essays, research papers, case studies, lab reports, and more. As a marketplace that connects students who need help with their schoolwork with professional writers who can provide that assistance, customer service is a key aspect of EssayShark’s business. This article will provide an in-depth examination of EssayShark’s customer service offerings based on publicly available information as well as experiences from actual customers.
Customer Support Channels
EssayShark provides several channels through which customers can get in touch with customer support representatives if they have any questions, issues, or need assistance. Live chat is available directly on the EssayShark website 24/7 for any queries customers might have. Phone support is also offered with phone numbers listed for the United States, United Kingdom, and other countries. For written correspondence, customers can reach out through an email address or by filling out an online contact form with their request. The company also has profiles on popular social media sites like Facebook where direct messages can be sent.
Response Times and Availability
Most EssayShark customers report that the live chat support responds very quickly, often in a matter of minutes. The response may come from an automated bot initially, but a human agent is usually available for follow up if needed. Phone support operates during standard business hours but wait times to speak with an agent are usually short, generally less than 5 minutes. EssayShark claims that email tickets are responded to within 24 hours on weekdays but response times can extend to 48 hours on weekends. Social media messages typically receive a response within 1 business day.
Solving Order Issues
One of the main reasons customers contact EssayShark support is to troubleshoot issues or disputes related to their orders. The customer service team works to resolve problems as quickly as possible. For late or plagiarized orders, full refunds are offered. EssayShark also has an revisions policy that allows customers to request fixes or improvements to orders within 14 days at no extra cost. Support staff act as mediators if writers and customers cannot agree on revisions. In general, the company seems focused on keeping customers happy by finding fair resolutions.
Knowledge and Politeness
Based on reviews from real customers, the EssayShark customer support representatives demonstrate good product knowledge about how the website and ordering process works. They appear well-trained to handle common order issues or account problems. Feedback also indicates the agents communicate in a polite, professional manner even when dealing with angry or frustrated customers. They address customers by their real names when possible to build rapport. While not all problems can be instantly solved, support seems attentive and aim to find workable solutions.
Additional Resources
Beyond direct support contact, EssayShark also provides a detailed Help Center with articles on navigating the platform as well as guidelines, policies, and FAQs. This self-help resource aims to answer the majority of questions without needing to speak to a person. The company is also active on social media where they not only respond to messages but post educational content for followers. EssayShark regularly hosts live online webinars to introduce students to how their service operates. Overall, the company makes efforts to be as transparent as possible about their offerings.
Room for Improvement
While EssayShark gets positive feedback for the general quality of their customer support, some aspects could still be enhanced. Since conversations take place through live chat, email, or phone, it’s not always possible for a support agent to see the full context of an issue. Moving more support functions to a dedicated ticket system with attachments could make resolving problems more efficient. Response times could also be reduced further through additional agent hiring. Quality assurance processes may need strengthening to prevent order issues that spark disputes in the first place. Language capabilities beyond English could also bolster service.
Conclusion
By maintaining accessible live chat, email, phone and social support combined with self-help resources, EssayShark demonstrates a commitment to serving customers properly. Feedback indicates representatives are helpful, knowledgeable and aim to find fair resolutions. While not perfect, the company’s focus on keeping customers satisfied through quality customer service seems evident. Continual improvements that streamline processes and shorten response windows could take service to the next level. But overall, EssayShark’s customer support appears to effectively handle common questions and problems that arise.