A word from our dedicated Head of Client Services: Chelsea Kellers
Cigars, Clients and a Captivating Customer Service. The three pillars of a successful online cigar boutique.
The Client Support team at Montefortuna Cigars is in place to offer its customers the very best service possible when shopping at the online boutique. As a business growing from strength to strength with an increasing portfolio of clientele, it was imperative to invest in a team of business advocates to aid client queries before and after purchase.
Meet the team!
Hi, I am Chelsea Kellers and it is my duty as Head of Client Services to manage a team of successfully captivating customer service agents, delivering only the best service for our clients from purchase to smoke.
Since starting with the Montefortuna Cigars in September 2020, I wanted to analyze and identify how as a business we could work collaboratively to improve and develop our interaction with our customers through client services, prior and post purchase. I made it my mission to increase FCR (First Contact Resolution) and decrease case resolution durations.
“Building a good client experience does not happen by accident, it happens through passionate design”Chelsea K.
A favourite quote that has stuck with me throughout my career and one that I will continue to incorporate when building a team of first class client support professionals. I hire upon values, characteristics and motivators, which has resulted in offering a solutions oriented team of helpful individuals for any query you might have.
It is important for our client support team to believe in our product and services offered, this is made simple when understanding that we only sell official Habanos cigars and offer a 45 day Montefortuna delivery guarantee.
Hello, my name is Richard Rowe and I am a Customer Support Agent here at Montefortuna Cigars.
Since starting with the business in November 2020, I have spent most of my time learning about the cigar industry to best help our clients. I have expanded my knowledge on our products and the cigars that we sell by having the opportunity to sample them on a regular basis. When I started, I had a basic knowledge of cigars from a previous role however after being educated in this market, I was impressed by the range of flavour characteristics involved with Cuban cigars. I enjoy a quiet smoke after a long day and find it relaxing, quite often I pair it with a nice coffee that matches each cigar’s flavour profile.
Our promise to you!
At Montefortuna support we provide excellent customer service by:
- Responding to all queries, feedback and complaints
Our client support team is available 7 days a week, 365 days a year from 10am to 6pm Central European Time..
We provide support across a multitude of platforms including Email Ticketing, Livechat, Facebook, Instagram and Telephone support.
We aim to respond to all queries within 12 hours of receiving them and offer solutions based on each individual case.
- Sharing knowledge
When a client is unsure of anything, in regards to Cigars, we use our combined knowledge to ensure that customers are well informed of anything that they may need to know.
We do this by communicating through our support agents, as well as our warehouse team, to make sure that our knowledge base is up to date and uses all of our collective understanding to ensure information is as accurate as it can be.
- Resolving doubts
We, as an online cigar boutique, may be relatively young to the tech world however our founders have been in the cigar industry since 1985 therefore we only source cigars from official Habanos distributors.
We use the knowledge and contacts of our founders to ensure that we only receive high quality Cuban cigars which can be traced back to their point of origin using the official Habanos Authenticity Checker using the barcodes attached to the cigar boxes. Until recently we have now also started to source non-Cuban cigars for all requesting clients.
- Resolving delivery issues
All of our orders come with a 45 day guarantee, should your order not arrive in this timeframe from your original shipment date, we can reship, refund or apply store credit.
Should you experience any difficulties in receiving your order, we recommend that you contact us if you have not received your package within 30 days. We can then issue an investigation with the courier service to locate your package and should we not have a resolution by day 45, we can reship, refund or apply store credit to your account.
- Constantly evolving
As a relatively young online company, we are constantly looking into new ways of improving our services to provide a better experience for our clients.
We appreciate all feedback from our clients, whether it be good or bad, as this allows us to look into more creative solutions to anything that may arise.
Should you have any queries, be sure to reach out to our customer support team as we would be willing to help with any matter that you may have. We always do our best to resolve any issues, update on shipments, give guidance on navigating our website and much more. Feel free to contact today should you need our assistance.