A MORNING WITH CUSTOMER SERVICE

Today we invite you to meet Maria Teresa, the head of the Customer Service department at Naguisa. Join us to discover how she turns each consultation into a warm, unique and personalized experience. Maria Teresa will share with us the ins and outs of her daily work and answer some of your most frequently asked questions. Join us!

What communication channels do customers have to get in touch with us? Which do you think they prefer?

1. Telephone: This is my favorite because it allows us to get closer to our clients, to better understand their needs and emotions. We are available from Monday to Friday, from 9:00 a.m. to 5:00 p.m., at 931737686 or 683267925.

2. WhatsApp (683267925): This channel is very effective for sharing images between clients and Naguisa. It is agile for sending images of incidents or for showing products.

3. Chatbot: Available on the Naguisa website, it is easy to use and answers the most common questions immediately, such as the size guide, how to make returns, points of sale and more. Just look for the "Need help?" button on the website.

4. Live Chat: A real-time chat that, if we cannot attend to you at the moment, will request your information to contact you later. Only available during business hours.

5. Instagram: @naguisa_design Mainly for comments or queries about our social media posts.

6. E-mail: Via customercare@naguisa.com, this channel is widely used by customers to follow up on conversations and is useful for various needs, from requesting an invoice to asking for a size change or sharing images of incidents with the website or with a product.

7. In person: At our Studio-Workshop, where you can see, buy or participate in Naguisa activities. These visits give us the opportunity to meet the women who inspire our work and hear their stories and experiences with our shoes. It is an excellent channel to connect with many of you.

What are the most common questions or problems that customers usually ask you about our products?

The Customer Service department at Naguisa handles a wide range of queries, questions and comments. Our team handles everything from administrative requests such as issuing invoices, to advice to help customers choose the best model to suit their needs.

We are delighted to receive feedback from our customers. This summer, for example, one customer sent us a drawing of her Naguisa shoes and another sent us photographs of how our shoes accompanied her to important events. I love seeing that we are more than just shoes; we are companions in the adventures of each of our customers' lives.

How do we ensure that customers have access to information about our products and services, such as size guides, product features and shipping options?

All this information is available on our website, naguisa.com

However, sometimes information alone is not enough. Sometimes we need support, we have doubts, specific needs, complaints or suggestions, and it is essential that companies have staff dedicated to serving customers, since empathy, in these cases, is everything.

For this reason, we offer the contact options I mentioned above, so that our clients can communicate with us and thus be able to offer them more personalized solutions.

What is the process we follow to ensure that customers are aware that they will not be charged for shipping costs in Spain?

When making a purchase, if it exceeds €95, customers will see that they are not charged for shipping costs. For purchases under this amount, a shipping charge will be applied within Spain. It is important to check the last window before making the payment.

How do we handle size change requests and how do we explain to customers that the first exchange is free?

Size changes can be made as long as we have the required size in stock. It is possible that, in the event of a model being more popular than expected or towards the end of the season, we may not be able to offer all sizes. However, it is usually possible to make these changes. The best way to request this is by sending an email, providing the order code and the product you wish to change the size of. We will check the stock and respond to the customer with the steps to follow.

What is the procedure clients should follow if they wish to schedule an appointment to visit our studio? What kind of advice or help can they expect to receive?

Naguisa is a dynamic company and we are constantly offering activities in our studio. On Saturday 25th November and Sunday 3rd December we will be organising the " Naguisa Weekend Markets " where we offer sample products in sizes 37 and 39, available to be viewed without an appointment. However, if you wish to come for a specific model, it is advisable to make an appointment in advance, as we may not have the desired model, colour or size in our warehouse and need to bring it from our warehouse.

To schedule an appointment, simply visit our website, go to the ' Stores ' section, and select ' schedule your appointment here ' at least 72 working hours in advance.

Is there a loyalty program or additional benefits for customers who choose to purchase Naguisa?

At Naguisa, we value our customers greatly and, therefore, we have created a loyalty program full of exclusive benefits. By being part of our community, you will be able to accumulate 5% of the value of each purchase, which will be converted into credit for your future purchases. To discover all the advantages and details of this program, we invite you to visit the 'Community' tab in the main menu of our website.

We look forward to seeing you on November 25th or December 3rd in our Studio-Workshop with open arms. If you confirm your attendance you will receive a 15% discount on the collection . More info here