Customer Care Policy

At Mimo, we are dedicated to providing exceptional customer care. This policy outlines the standards, procedures, and expectations to ensure a positive experience for all users. We aim to address concerns promptly, resolve issues effectively, and continuously improve our services.

1. Customer Care Objectives

  • Customer Satisfaction: Ensure all users have a positive experience on our platform.
  • Responsive Service: Provide timely and effective responses to inquiries and issues.
  • Continuous Improvement: Regularly gather feedback and make necessary improvements to enhance our services.

2. Customer Support Channels

  • Email Support: Users can contact us via email at support@mimo.trade.
  • Live Chat: Available on our website during business hours.
  • Help Centre: FAQs, tutorials, and troubleshooting guides available 24/7.

3. Response Time

  • Email: Responses within 8 business hours.
  • Live Chat: Immediate assistance during business hours.
  • Help Centre: Accessible 24/7 with self-help resources.

4. Issue Resolution Process

  1. Acknowledgment: Within 2 business hours.
  2. Investigation: Gather relevant information.
  3. Resolution: Within 5 business days.
  4. Follow-Up: Ensure customer satisfaction.

5. Escalation Procedure

  1. First Level: Customer Care Representative
  2. Second Level: Customer Care Supervisor
  3. Third Level: Customer Care Manager
  4. Final Level: Senior Management Team

6. Customer Feedback

  • Surveys: Regular customer satisfaction surveys.
  • Feedback Forms: Available on our website.
  • Review Monitoring: Responding to reviews on external platforms.

7. Quality Assurance

  • Training: Regular sessions for customer care representatives.
  • Performance Monitoring: Evaluate interactions for consistency and quality.
  • Feedback Review: Identify areas for improvement.

8. Privacy and Confidentiality

  • Data Protection: Secure storage and handling of customer data.
  • Confidentiality: Maintain privacy of all interactions and information.

9. Contact Us

If you have questions or concerns about our Customer Care Policy, please contact us at support@mimo.trade.