I was very pleased with customer support agents aiding me in receiving a discount I lost due to a glitch. I hate giving anything less than 5 stars, however I see that Sezzle takes feedback seriously and I only wish to help! I initially contacted Anna, who was able to turn in a request to review my issue. Thank you Anna!! I then hadn’t heard back for awhile, so I followed up and got contacted with Darius. I stepped away from my phone when he responded and I unfortunately missed him the first time. I then further followed up with Marcus who put in a note for my request to be returned promptly. THANK YOU MARCUS!!! The next day Darius returned my messages and got my request approved and added my discount amount to my Sezzle spend balance. THANK YOU DARIUS!!! You guys were courteous, polite, and helpful while getting straight to the point, making the chats quick and efficient.
My only ideas for room to grow are this - customer support agents should be able to have immediate access to supervisors or team members that are able to approve larger requests, allowing agents to solve more problems in the same chat or quicker time spans. It did take 3 days to resolve my problem which isn’t terrible but during my wait, I was worrying that I wouldn’t receive my discount in time as it double stacks onto another discount Palmetto State is offering for a limited time. I’m sure other customers might have felt that worry in the past and may in the future if not resolved. My only other worry was Anna never returned a message to me after I tried to contact them again regarding the status of my claim. I’m not sure how the Sezzle system works on the agents end but I believe that I shouldn’t have had to wait and never get a response only to have to create a new support ticket in which Darius and Marcus absolutely stepped up to the plate. Maybe she wasn’t available and that’s okay! However, my messages should have been able to have been picked up by another available agent. Maybe Anna just forgot to close out chat as I had to go online to create a new ticket since my messages went to the same chat string in the app. Or the app message center is just a little glitchy, I’m not sure. Regardless, my messages should have been picked up! Setting up a system that notifies available agents that a customer message has gone unanswered for umpteen minutes or hours would be highly recommended for the Sezzle business to grow! Whatever timeframe that seems most beneficial for you would be great to implement. I’m sure you know the quicker the better but only what you can handle legitimately!
Again, I only wish to help as I’m an entrepreneur and see great potential for this company! Just some small loose ends to tie up on the customer service side and you guys will operate greatly with the people you have working with you! Once this message has been read and reviewed I will remove the “issues” section and put it to a 5 star! I just want to be sure you guys have the opportunity to grow and having outsider perspectives can really help! Thanks again guys for helping me out and I wish you all the best in your endeavors! May great things come your way!
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