💬 Communication

💬 Communication Channels

📧 Email (hello@globalstarlink.com.au)

• Primary customer service channel

• All customer enquiries should be handled here unless otherwise directed.

• Customer Follow-Up Process

  If a customer comes to us with an issue, follow up twice before sending a final follow-up message.

  • First Follow-Up: Ensure the customer has received your initial response and ask if further assistance is needed.
  • Second Follow-Up: Check in again, confirming the status of the issue and offer further help.
  • Final Follow-Up: If we haven’t heard back, send a final message saying:
    &#xNAN;“As we haven’t heard back, we will be closing this case. If there’s anything else we can assist you with, please don’t hesitate to contact us.”

• Email Handling:

  • Emails Not Related to Customer Service:
    • All non-CSR related emails should be placed in Sharon’s folder in the inbox for review.
  • Non-GS Customers:
    • If the customer is not a GS customer, kindly inform them to contact the store from where they purchased the SIM or eSIM. We do not have access to their order details.
  • Mistaken Starlink Customers:
    • In case customers confuse us with Starlink, inform them:
      &#xNAN;“We are Global Starlink, a SIM card and eSIM company based in Melbourne, and we are in no way associated with Starlink or Starlink Global Logistics.”
  • Missing Order or Activation Details:
    • If there are missing order or activation details, email the customer to confirm the missing details:
      • Order Number
      • SIM Number
      • Activation Details
    • Include a screenshot and provide clear instructions on how to locate these details.

  Invoice Requests:

  • If a customer requests an invoice:
    • Create a ticket for team to process this request.
    • Inform the customer to allow 2-3 business days for the completion of their invoice.

📱 WhatsApp

Used for both supplier and customer communications.

• If a supplier hasn’t responded, follow up again within 30 minutes to 1 hour depending on urgency.
• Continue to follow up until a response is received.
• If the message is for Momo, notify Ray.

• Maintain professionalism at all times.
• If the conversation needs to continue on email or another platform, make a note in the Daily Report for consistency.

💻 Tidio (Website Live Chat + Instagram DMs)

• Primary live chat tool, connected to both the website and Instagram DMs.
• Actively monitor for customer messages.
• If a customer is rude or disrespectful, flag to a manager immediately.
• Instagram DMs via Tidio:
  • Ignore scam/bot messages unless unclear.
  • Only reply to messages that appear genuine or need customer service support.

📌 For Wholesale Enquiries (Applies Across All Platforms)

• Notify Sharon immediately.
• Leave a note under Pending in the Daily Report.
• Carry the note forward each day until the enquiry is resolved.

🚨 Escalation Process

Escalate to Management for:

1. Fraud Alerts: Immediate escalation for any suspicious or fraudulent activities.
2. Unresolved Supplier Issues: Escalate if the issue with a supplier is not resolved through regular communication.
3. Complaints or Legal Concerns: Directly escalate any formal complaints or legal concerns to management.
4. Troubleshooting Support: Once the main troubleshooting steps have been completed and the issue is still unresolved, escalate to management for further support.