Customer Support

Support for Customer Complaints

We place great importance on addressing feedback from our customers. Thus, we have established a customer service team that works closely with clients. This team includes CQEs, Sales, FAEs, etc. If customers encounter any issues while using Calterah products, they can reach out to our customer service team for support.

For feedback issues reported by customers, we employ the 8D problem-solving method to analyze the situation and implement corrective measures to prevent recurrence. During the analysis, we utilize various analytical tools like Fault Tree Analysis, Fishbone Diagram, 5 Whys, Is-Is-Not, etc.

The customer service team maintains transparent and close collaboration with customers, ensure communication, and provide timely updates on the analysis progress until the root cause is clear and corrective measures are completed.

Customer Satisfaction

To ensure customer satisfaction, our top priority, we have established a Customer Satisfaction Improvement Plan. Each year, Calterah collects customer feedback across four dimensions: quality, delivery, technology, and service. We evaluate and address the deficiencies pointed out by customers internally to continuously enhance customer satisfaction.