Heybike Customer Service Announcement

Dear Heybike Users,

We want to take a moment to address some of the concerns that have been raised about the customer service experience over the past few months. First and foremost, we want to express our sincerest apologies to those who have experienced delays or difficulties in reaching us. We recognize that our service has not met your expectations, and we are committed to making the necessary improvements.

What Happened

In April, as our brand grew rapidly, we faced an unexpected increase in customer inquiries. Unfortunately, our customer service team at the time was not yet equipped to handle the volume of requests, leading to longer-than-average response times. The issue compounded as the number of emails outpaced our ability to respond, causing a backlog that affected our service quality. In May, we began to expand our service crew to better manage the incoming inquiries. However, the team was also tasked with addressing the accumulated backlog, which resulted in an average response time of 7 business days.

Our Response

Starting in June, we have made significant changes to improve our customer service.

• Team Expansion & Restructuring: We didn’t just expand our team — we refined our internal structure to enhance efficiency. This adjustment allowed us to reduce our response time back to the normal range of 48 hours during business days by June 18th and to just 24 hours by June 23rd.
• Phone Line Support: Improvements have been made to our phone line support team. While we’ve seen progress, we are continuing to expand and train our representatives to better assist you.

While we’ve made strides in our email and phone support, we know that the resolution of issues, especially those related to replacement parts, remains a challenge. The limited stock of both products and replacement parts is currently the area that takes the longest to address. We are actively working on resolving these stock issues to further improve our service.

Our Progress in Numbers

1. EMAIL SUPPORT

April: 61.98% response rate, 48 hour response time, 7612 tickets received.
May: 83.65% response rate, 7 business day response time, 10400 tickets received.
June: 105.92% response rate, 24 hour response time, 12000 tickets received.
July: 136.59% response rate, 24 hour response time, 8200 tickets received.

2. PHONE SUPPORT

June: 77.09% of calls answered, 12583 calls received.
July: 80.03% of calls answered, 14857 calls received.

3. RESOLUTION TIMES (ON AVERAGE)

Now: Within 3 days for shipping/damage issues, 7-15 days for order cancellations/refunds, 2 days for pre-sale inquiries, and 10-20 days for warranty replacements/troubleshooting (due to stock issues).

Moving Forward

We are dedicated to continuously improving our customer service and ensuring that you have a positive experience with Heybike. Your feedback is invaluable to us, and we thank you for your understanding and patience as we work to enhance our service.

Thank you for staying with us, giving us feedback, and being a part of the Heybike community. We will continue to develop better services for you and we will also stick to bringing you high-quality electric bikes. This is our promise!