In a way to control the traffic of calls going to the Smiths News Call Centre, Smiths are changing their IVR and the way they administer Accept Credit Queries and Order Alterations.
Both the Accept Credit Queries and Order Alterations will no longer be available over the phone.
Smiths have also adapted their IVR to include the following disclaimer:
“Thank you for calling Smiths News Customer Services. Due to the global coronavirus outbreak and the forced shut-down of office locations across the UK and India, we are working with very limited resources and ask that you consider using our alternative service options. Most of your account transactions can be completed via SNapp online or using the Smiths News App. You can sign up for free at www.snapponline.co.uk. We will no longer accept phone requests to claim a credit or to make alterations to your order so if your call is related to credits or account alterations then please hang up. For all other enquiries you will now hear a number of options…………………….”
The following support message will also be attached to paperwork:
“Due to the coronavirus outbreak, we have lower capacity than usual in our call centres, therefore we are asking all queries for claims, alterations and credit queries to be processed via our app SNApp, or online at www.SNApponline.co.uk
If you need to temporarily close your account due to coronavirus, please contact us on firstname.lastname@example.org”