Activity from issues

Contacting Customer Support

Posted by on Thu, April 5th, 2012 at 12:00 pm

We have a wonderful Customer Support team here at Swagbucks and they work hard every day to ensure that your experience at Swagbucks is as flawless as possible.  Of course there will be issues that arise, but that’s why Customer Support is here.  They are striving towards a one-response solution for all cases, meaning that if you write in to our Customer Support department, their first response back should solve any issues you’re having.  With your help, we can easily make this a reality.  I would like to inform you all of the correct protocol to take when writing in to Customer Support, in order to ensure a speedy resolve.

The most important thing when writing in to Customer Support is that you provide as much information as possible.  This eliminates the need for Customer Support to write back to inquire about missing information, thus speeding up the process entirely.  This information may include the date your issue occurred, the value of Swag Bucks you expected to be credited but weren’t, a screenshot of your error, etc.

When filling out the Contact Form, please make sure you are choosing the proper selections for your error.  This will ensure that your issue is reaching the appropriate agent, eliminating the need for reassignments which only elongates the process.  For example, if you had an issue with a Survey not crediting, from the drop down menu you should select “Trusted Surveys.”

Please note that there is an additional field required that specifies the problem you are having.  In this case, you would select “No Credit.”  If you were to select “Disqualified,” your case would be routed to the incorrect agent and the process would be slowed down.

If you are able to include a screenshot of your error, please do so, as it provides helpful information for our agents.  If you are unsure of how to take a screenshot, please visit this post.

In the Subject field of the Contact Form, provide a tagline that is specific to your problem.  For example, if you are having issues with a Trusted Survey, include the name of the survey in the subject line.  If you are having an issue with a Special Offer, include the name of the Special Offer in that subject line.  In the “Please tell us more” box, be sure to include a detailed description of the issue you are having.

Please keep in mind that any direct contact you have with our Customer Support agents is to stay within that specific line of communication.  These e-mails are not to be reproduced or shared on Facebook, Twitter, or anywhere else.  Every issue is handled on a case-by-case basis, and we do not want incorrect information given out when we can provide the correct resolutions directly.

For the next hour, Regina from Customer Support will be around to answer any questions you may have regarding the CS contacting process.  Leave your questions and comments in the comments section of this blog post and she will answer them accordingly.

We all work hard every day to provide the best possible Swagbucks experience for all of our Swaggernauts.  We hope that your issues stay at a minimum while your earnings and rewards continue to maximize.

~TSGal