Communication Policy Overview - Scheduling and Support Guidelines
At Expert Content Nest, we believe in clear, open communication with our clients to ensure smooth and efficient interactions. We are committed to providing exceptional services, and to manage our availability and provide you with the best possible support, we have outlined our policies for various communication channels. Please take a moment to review these guidelines to ensure a seamless process when contacting us.
Communication Channels
We offer multiple communication channels to ensure we are accessible to our clients:
- Email: [email protected]
- Phone: +92 325 6503322
- WhatsApp: +92 3290683486
- Live Chat: Available on our website at https://expertcontentnest.com
- Booking Call: You can schedule a call directly via this link, or by visiting our booking page on the website.
- Social Media:
Please choose the communication channel that best suits your preference, and we will respond as quickly as possible.
Table of Contents
1. Scheduling Communication (Call, Email, & Other Methods) Our Call Policy
We encourage clients to schedule non-urgent communications in advance through our booking system or via email. This ensures that we can prioritize your request and respond efficiently.
For urgent matters, you can request an urgent meeting or message. If a scheduled meeting isn’t possible, please feel free to directly contact us via any available method, and we will strive to respond as quickly as possible.
2. Availability for Communication
We aim to provide prompt and efficient service, but please note the following availability guidelines for all communication channels:
• Monday to Thursday:
• Regular Hours: 9:00 AM – 6:00 PM (Local Time)
- During these hours, all communication methods, including calls, emails, messages, and chat, are given top priority. Expect quick responses to both urgent and non-urgent matters.
• Urgent Period: 6:00 PM – 3:00 AM
- This period is reserved specifically for urgent requests. Non-urgent communication may experience delays. If you need immediate assistance, please mark your communication as urgent.
• Friday:
• Off Hours: Entire Day
- We are unavailable for any communication on Fridays. However, you can book a communication slot for after 2:00 PM on Friday. Only pre-booked calls, messages, meetings, etc., will be answered during this time. No unscheduled inquiries will be attended to on Friday.
- Please plan ahead and ensure your booking is made for after 2:00 PM to receive timely assistance.
• Saturday & Sunday:
• Available 24/7
- We are available throughout the weekend to address your needs. Whether it’s a quick question, urgent issue, or general inquiry, you can contact us anytime. Expect timely responses regardless of the time of day.
• Important:
- If you require assistance outside of regular hours, we highly recommend scheduling a call or appointment in advance to ensure prompt service.
- Unscheduled Communication: While we do our best to accommodate urgent or unscheduled calls, messages, and emails, non-urgent matters may take longer to be addressed if they are received outside regular business hours.
- Urgency: When reaching out outside regular hours, please clearly mark your communication as urgent if it requires immediate attention. Otherwise, we will prioritize scheduled requests.
By following these guidelines, we ensure that we can manage all inquiries efficiently and respond as quickly as possible.
3. Response Time Expectations
- Business Hours: Our standard business hours are Monday through Friday, from 9 AM to 6 PM (local time). We are closed on weekends and public holidays.
- Response Time: We aim to respond to all inquiries within 24 hours during business days. However, high-priority requests may be addressed sooner.
- After-Hours Communication: For inquiries sent after hours, we will acknowledge receipt within the next business day. If the issue is urgent, please mention it clearly in your communication, and we will prioritize it.
4. Communication Etiquette
- Clarity & Detail: To ensure a prompt and accurate response, please provide clear and detailed information when contacting us. Be specific about your request or issue, including relevant links, documents, and screenshots if necessary.
- Tone & Professionalism: We encourage maintaining a polite and professional tone in all communication. This helps create a productive and respectful dialogue, leading to faster resolutions.
- Preferred Communication Channels: For general inquiries, email is the preferred method. For urgent or project-related matters, you may also reach out via phone or WhatsApp.
- Language: English is the primary language used for business communication. Please ensure your communication is clear and free of language barriers.
5. Conflict Resolution & Escalation Process
- Initial Resolution: If you experience any challenges or dissatisfaction with our services, please contact our support team at [email protected]. We are committed to resolving most issues within 48 hours.
- Escalation Process: If your issue is not resolved within the expected timeframe or if you believe your concerns have not been addressed satisfactorily, please send a follow-up email to [email protected] with the subject line “Escalation Request.” We will prioritize your matter and address it promptly with higher authority involvement.
- Resolution Follow-Up: After your concern has been resolved, we may follow up to ensure your satisfaction and to gather feedback on how we can improve our services
6. Conflict Resolution & Escalation Process
- Time Zone Awareness: We understand that many of our clients are located in different time zones. While our business hours are based on local time, we are happy to accommodate time zone differences for important matters. Please notify us of your preferred times for communication, and we will do our best to align.
- Language and Cultural Sensitivity: We respect cultural differences and strive to ensure that our communication remains respectful and culturally sensitive. If you require assistance in a language other than English, please let us know, and we will explore potential solutions.
7. Communication Channels Covered
We value all types of communication and use several methods to stay connected. Here’s how we handle each:
Phone Calls & WhatsApp/Business Messaging Apps:
We provide support via phone calls, WhatsApp, and business messaging apps during our availability hours.SMS Text Messages:
SMS texts can be sent for short messages. Phone calls will be prioritized, especially if the message is urgent.Emails:
Emails are the primary method for formal communication, project details, agreements, or follow-ups. We aim to respond within 24 hours on weekdays.Video Calls (Zoom, Google Meet):
Video calls can be scheduled for meetings that require detailed discussions. Please book these sessions in advance via email or our scheduling system.In-Person Meetings:
In-person meetings can be scheduled as needed, but please contact us well in advance to ensure availability.Voice Mails:
Voice mails can be left for any urgent or non-urgent matters, and we’ll get back to you during our next available hours.Multiple-Person Calls / Conference Calls:
For team or client collaboration, group chats and conference calls can be scheduled to ensure everyone is on the same page.Live Chat on Website:
We offer live chat support during business hours. For non-urgent queries, we will respond within the next working day.Social Media Direct Messaging:
We are available for direct messaging on social media channels during business hours. Non-urgent messages will be replied to as soon as possible.Website Contact Form:
The website contact form is available for inquiries. Our team will respond to these messages within 24 hours.Client Portal / Ticketing System (tentative, once tested):
We are exploring a client portal/ticketing system for better organization and quicker resolution of issues. This feature will be available after thorough testing.Voice Notes:
We accept voice notes as a form of communication through WhatsApp or other channels. However, please ensure they are clear and concise for quick resolution.Group Chats (for team/client collaboration):
Group chats can be scheduled for client or team collaboration to ensure seamless communication.Customer Support Chatbots:
Our website features chatbots for basic inquiries. For more complex issues, your query will be directed to a live support agent.Community Engagement (Facebook Group):
We value collaboration and foster a supportive community on our Facebook group at https://www.facebook.com/groups/1247920536318575. Join the group to connect with industry professionals, share knowledge, and engage in meaningful discussions. Our team actively participates to offer guidance and answer any queries. To ensure a respectful and productive environment, please adhere to the group rules. We’re committed to assisting you within the community as well.
8.Data Collection Policy
At Expert Content Nest, we maintain a commitment to transparency and security in all forms of communication. Whether it’s a phone call, video meeting, in-person interaction, or even a message exchanged through our support channels, we actively record and store all conversations and relevant materials. This helps us ensure better service quality, streamline our processes, and resolve any potential disputes effectively.
We record calls, meetings, and in-person interactions to enhance the quality of support we provide. Additionally, we may save images, documents, and other relevant data shared during these interactions. This information is securely stored and used only for internal purposes, such as improving our services, addressing concerns, and fulfilling business requirements.
We value your privacy and ensure that all data collected is handled with the utmost care and confidentiality. You can review the details of what data we collect and how it’s used by visiting our Privacy Policy.
By continuing your communication with us, you consent to the recording of calls, meetings, and the collection of any relevant materials shared. Rest assured, this data will be stored securely and only used in accordance with our privacy policy.
9. Urgent Communication:
If your matter is urgent, please mention it when requesting the call or send an urgent message. During the Urgent Call Period (6:00 PM – 3:00 AM, Monday to Thursday), urgent calls will be prioritized, and we will do our best to address them immediately.
10. Follow-Up and Post-Booking Communication
After your initial booking or communication, we ensure that all subsequent information related to your project, event, or offer is communicated clearly and consistently. Here’s how we handle follow-up and documentation:
1. Follow-Up Based on Communication Method:
- Email Communication: If the initial interaction was done via email, all follow-ups and updates related to project progress, sales offers, events, or any important information will be sent by email.
- Messages or SMS: If we communicated via message or SMS, we will continue to provide updates through the same channel, keeping you informed about the status, events, or offers.
- Meetings, Calls, In-Person Interactions, and Conference Calls: For communications like meetings, calls, or in-person interactions that may not be easily repeated, we will follow up using email, message, or any other secondary method you prefer. This helps ensure clarity and alignment regarding the next steps and progress of your project, event, or offer.
2. Clear and Transparent Communication:
- Our goal is to keep everyone on the same page and ensure that any actions or updates are well-documented. Whether it’s about the progress of your project, special event notifications, or new sales offers, we want to make sure that all parties are aware and aligned.
3. Project Progress Updates:
- Once we’ve started working together, we’ll provide regular updates on the progress of your project. These updates can include timelines, milestones, or any other important information. We’ll communicate this in the most suitable way based on your preferred method of contact.
4. Sales, Events, and Offers:
- After your initial interaction or booking, we may send follow-up emails or messages with details about upcoming events, new offers, or promotions that are relevant to your interests. This helps keep you informed and gives you access to the best deals or opportunities.
5. Handling Changes and Adjustments:
- If there are any changes to your project or the terms of your booking, we will promptly notify you through your preferred communication method. This ensures you have all the necessary information to make informed decisions.
6. Post-Communication Support:
- Our commitment doesn’t end with the initial communication. If you need additional information or have any questions about the progress of your project or any offers, feel free to reach out. We’ll be happy to follow up and ensure everything is clear.
11. Booking and Communication Process
We prioritize effective communication and ensure that every interaction is seamless. Here’s how we handle bookings and follow-ups:
Booking Confirmation and Follow-up:
- Once you book a meeting, call, or any form of communication, we will send 1 to 3 reminders before the scheduled time to ensure you don’t forget. These reminders are typically sent via email, but if you prefer, we can also send them via message or SMS.
- Upon receiving your booking request, we’ll send a booking confirmation ticket via email (or your preferred method) confirming that your request has been approved. If you don’t receive the booking confirmation at least 30 minutes before the scheduled time, you can rebook the appointment without any issues.
- In rare situations, due to the high volume of responses and projects we manage, if you haven’t received a follow-up or booking confirmation, don’t worry. Our support system will efficiently manage your request, ensuring your communication is handled. The likelihood of this happening is minimal, and our team will always ensure your booking is processed as intended.
Changing Your Booking:
- If you need to change the time of your booking after it has been approved, you can contact us via email or WhatsApp (for a quicker response), or you can rebook the session by selecting the time change option. We will approve the new booking and cancel the previous one, sending you an updated booking confirmation.
Booking Cancellation:
- If you wish to cancel a booking, simply email us or rebook with the same details and select the cancellation option, providing the reason for the cancellation. We will process your request accordingly.
Unavailable Booking Times:
- If the time you selected is already taken, you will receive a booking card informing you that your requested time has been declined. The card will also provide a reason for the change and offer alternative available times (e.g., if your booking was at 4:00 PM, alternative slots might include 3:30 PM, 4:30 PM, or 5:00 PM). You will also be provided with a link to rebook at a time that works for you.
Follow-Up Option in the Booking System:
- To ensure you’re always in the loop, our booking system offers a follow-up option. You can select this option to receive follow-up messages regarding any aspect of your booking or communication. Whether it’s to confirm your appointment, remind you of any changes, or keep you updated on progress, you can rely on this feature to stay informed.
Rare Scenarios and Support System:
- If you haven’t received a follow-up or confirmation after your booking, our support system will take charge and handle the situation efficiently. While such scenarios are rare, we strive to make the process as smooth as possible. Rest assured, we will handle your request and ensure that everything is on track.
Communication Methods and Handling High Volume:
- We understand that we handle a high volume of communication and projects daily. Therefore, we use efficient systems to manage and respond to all inquiries. If for any reason, there’s a delay in receiving a follow-up after booking, or if you need assistance with any adjustments, we are here to help, and our team will respond promptly.
12. Unscheduled Communication:
We prioritize pre-scheduled calls, emails, and messages. However, we understand that sometimes urgent or unexpected issues arise. If you contact us without a prior appointment (via call, message, or email), we will do our best to respond as soon as possible. Please note that non-urgent, unscheduled communications may take longer to receive a response.
13. Business Hours on Holidays
- Holiday Hours: We will notify clients in advance of any changes to our availability during national holidays or special occasions. Please refer to our website for any announcements regarding holiday schedules.
- Availability During Holidays: While we may reduce our hours during holidays, urgent matters will still be addressed as quickly as possible. If your request is time-sensitive, please ensure it is communicated in advance, and we will make every effort to assist.
14. Promotions and Unsolicited Communications:
We kindly ask that you do not contact us for promotional purposes, including offers related to partnerships, product promotions, or services. While we welcome business inquiries and marketing opportunities, please refrain from using any of our communication channels to promote your own products or services.
If you are interested in job opportunities or internships, please note:
- We only hire well-experienced professionals or experts for internships, which may range from a month to a year.
- We welcome starters or beginners to join, but skills and self-driven thinking will be the primary criteria.
- We do not hire based solely on education, projects, or similar credentials.
- We carefully observe each individual based on their skills, communication style, self-decision-making abilities, and more.
- To ensure we hire the right people, a test will be conducted for everyone who applies when we are hiring.
- Only those who pass or score highly on the test will be selected.
- The test will assess your study, skill level, and other qualities relevant to our work environment.
- Please note that the test will be challenging to accurately evaluate your abilities.
We will announce any job openings or internship opportunities through our local group or on our website when we are actively hiring. We do not entertain job or internship inquiries via direct messages or other informal communication methods.
For services such as PPC, marketing, or others, feel free to reach out directly to us for assistance. However, we do not accept unsolicited messages promoting third-party products or services.
Example: We do not respond to messages like, “I have a product I think would benefit your company,” but we are happy to discuss services related to digital marketing or PPC management that we can assist with.
15. Feedback and Reviews
- Client Feedback: Your feedback is invaluable to us. After each project or interaction, we will ask for feedback to ensure we meet your expectations and to identify areas for improvement.
- Reviews and Testimonials: We appreciate your testimonials, and encourage you to share your experience with others. If you would like to provide a review, feel free to reach out to us or post on platforms like Google Reviews or social media. We aim to grow and improve based on your insights.
