Efficient Communication: Why Email Works Best

• We are a company with strong online visibility and high sales volume, but we operate on very slim profit margins. As such, we are unable to maintain a large-scale call centre team, as this would substantially raise our operational costs and ultimately impact our ability to offer competitive prices to our customers.
• We receive an extremely high volume of phone calls every day — both before and after sales. This has made it increasingly difficult for our team to carry out essential tasks such as creating orders and arranging deliveries, as most of their time is taken up answering calls. We had just finished one call and hadn't yet had a chance to deal with the issue, when another call came in immediately.
• To ensure we can process orders efficiently and maintain service quality for all customers, we have made the decision to suspend call support service. We kindly ask for customers understanding and encourage customers to contact us via email or through our website Inbox, where our team will respond as promptly and accurately as possible.

For all pre-sale and after-sale enquiries, we kindly ask that you avoid relying solely on telephone calls.

• Given the current surge in demand, our phone lines are under immense pressure, and we may not always be able to answer promptly. While it may seem quicker to pick up the phone, in reality, phone conversations often delay the very tasks customers are calling about — such as checking stock, locating orders, or scheduling deliveries.
• Email communication, on the other hand, gives our team the time and clarity needed to investigate your query thoroughly and respond with precise, helpful information. This ensures we serve every customer fairly and efficiently, without compromising accuracy.
• Our inbox is being actively monitored throughout the day, and we aim to respond as swiftly as possible. We truly appreciate your understanding and cooperation during this exceptionally busy time.