The customer support team is focused on helping you as quickly and effectively as possible. And we could use your help! Here are a few requests that will help us improve our service for you:
- Please avoid sending emails to more than one person/box
When you send in an email request, please send it to CCSsupport@candid.com only. When you send an email to individual reps and the shared box, it causes confusion and often two or more people end up working on the same issue. All of our support reps are monitoring the shared inbox. You can include the name of a rep in the subject of your email to automatically assign the ticket to them. - Please avoid sending Thank You replies
Seems polite and lovely right? When a thank you email is sent, that reply re-opens an issue in our system. Instead, please let us know how we are doing via our new surveys. - Please avoid sending a NEW issue in an old ticket/email
Please send us a new email with the short summary of the issue in the subject line when you have a new issue or question. When new issues are added to old tickets, it extends the service time per ticket and makes it harder for us to get to new issues/tickets quickly. - Please DO email us for Non-Urgent requests
If you need a resubmit or refund, just send us an email. Put refund, resubmit or credit in the subject line along with including the order id that you need us to adjust for you. We can get to urgent issues more efficiently if we know which tickets can be set to a lower priority and complete when we have less volume coming in throughout the day. - Please DO use Chat or Call Us for urgent requests
But if you need to email us about an order that needs to be cancelled or deleted, please include the words cancel, urgent or delete in your subject line so that we can prioritize those requests as high priority. You can always call us or chat from CORE to get those issues handled more immediately.
These few things will greatly increase our efficiency. We are always looking to improve so please send any feedback or ideas for improvement to cristina.oconnor@candid.com.
