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I'm running an online e-commerce site but use only e-mails for customer service to cut the expense.

When a customer asks me by e-mail if he/she can call me for some questions, how can I politely tell her/him to use only e-mail for enquiries?

Is it O.K. to say "Sorry we accept only e-mail support and don't have phone number" or something?

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closed as too localized by J.R., Hugo, MετάEd, JLG, RegDwigнt Sep 29 '12 at 0:19

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Rather than accept, you only provide e-mail support. You only accept requests for support via e-mail. –  Jim Sep 24 '12 at 3:35
    
I suppose (800)GET-LOST would be impolite. –  emory Sep 24 '12 at 5:24

2 Answers 2

up vote 0 down vote accepted

I would say the following, assuming the support is technical:

[Technical] support is only provided via email.

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Thanks it sounds good and simple. –  Shiodome Sep 24 '12 at 9:02
    
To me that sounds rather brusque, I wouldn't use it with a customer. The passive voice of "is not provided" implies that the company is evading responsibility for their level of service. I'd say "I'm afraid we're not able to provide technical support over the phone, but you're welcome to email us at any time, and we aim to get back to you within 1 working day" (or whatever deadline - the point being to give them an expectation of how long they'll need to wait for a reply to their email). –  A E Oct 19 at 18:28

How about

Platinum level technical support which includes phone support is available for an additional monthly charge of $x.

Just pick x large enough so that it pays for a telephone line. If the customer wants it, let him pay for it.

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1  
The telephone line is likely to be the cheapest part of providing telephone support. –  Joachim Sauer Sep 24 '12 at 6:31

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