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- A MORNING...
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A MORNING WITH CUSTOMER CARE
Today we invite you to meet María Teresa, Naguisa's Customer Service Manager. Join us to discover how she turns every consultation into a warm, unique, and personalized experience. María 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 clients use to contact us? Which one do you think is the one 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 to 17:00, at 931737686 or 683267925.
2. WhatsApp (683267925): This channel is very effective for sharing images between clients and Naguisa. It is agile to send images of incidents or to show 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 you at the moment, will ask you for your data to contact you later. Available only during business hours.
5. Instagram (@naguisa_design): Mainly for comments or questions about our publications on social networks.
6. E-mail: Through 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 change of size or sharing images of incidents with the website or a product.
7. Face-to-face: In our Studio-Workshop, you can see, buy, or participate in Naguisa's activities. These visits allow us 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 frequent queries or problems that customers usually ask you about our products?
The Customer Service department at Naguisa handles a wide range of queries, doubts, and comments. Our team handles everything from administrative requests such as issuing invoices, to helping 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 pictures of how our shoes accompanied her to important events. I love to see that we are more than just shoes; we are partners 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 of 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 companies must 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 we can offer them more personalized solutions.
THE RETURN LABEL ALWAYS COMES INSIDE YOUR ORDER
What is the process we follow to ensure that customers are aware that they will not be charged for shipping costs in Spain?
At the time of purchase, if the purchase is over 95 €, customers will see that they will not be charged for shipping and handling. For purchases below that amount, a charge for shipping within Spain will be applied. It is important to check the last window before making the payment.
How do we handle size exchange requests and how do we explain to customers that the first exchange is free of charge?
Size exchanges can be made as long as we have the required size in stock. It is possible that, in case a model is more successful than expected or towards the end of the season, we may not be able to offer all sizes. However, it is usually feasible to make these changes. The best way to request this is to send us an email, providing the order code and the product you wish to change the size. We will check the stock and respond to the customer with the steps to follow.
What is the procedure to follow if clients wish to schedule an appointment to visit our studio workshop? What kind of advice or assistance can they expect to receive?
Naguisa is a dynamic company and we are constantly proposing activities in our studio. The next saturday november 25th and the sunday december 3rd, we will be organizing "Naguisa Weekend Markets", where we offer sample products in sizes 37 and 39, available for viewing without an appointment. However, if you wish to come for a specific model, it is advisable to make an appointment in advance, as it is possible that we do not have the desired model, color, or size in stock and we need to bring it from our warehouse.
To schedule an appointment, just visit our website, go to the 'Stores' section, and select 'schedule your appointment here', at least 72 working hours in advance.
Is there any loyalty program or additional benefits for customers who choose to buy Naguisa?
At Naguisa, we greatly value our customers and, for this reason, 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 await you on November 25th or December 3rd with open arms at our Studio-Workshop. If you confirm your attendance, you will receive a 15% discount on the collection. More info here.