One of the outstanding competitive advantages of AirTies is direct technical support to our customers. We listen to you and speak to you in English, Turkish, Greek and Russian. Whenever you need help, we support you quickly with expert, friendly advice, 7 days a week, 24 hours a day. In the unusual circumstance of a defective product during the warranty period, we aim to repair or replace it within 48 hours.

In today’s fast paced world, we understand the value of genuine, human service. You can rely on us because we treat everyone with respect and honesty.
Our goal is to make you so satisfied that you recommend us to anyone you know.  
And this is how we achieve it:

1. Own, not outsourced, Call Center and in-house training:  all CC agents are AirTies staff, they feel  they are a part of the company and are directly interested in its success; to ensure proficiency  and technical expertise, we train all Call Center agents in-house, so they are familiar with the product features and frequently asked questions before they begin serving customers.


2. The “First call resolution” principle: we do our utmost to resolve a customer’s problem at the first attempt.


3. Key criteria - quality of communication with the customer: live communication, not “answering service” or “IVR” style; the CC agents finish a course on communication skills as part of their training.


4. No restrictions on maximum call duration: a call center operator aims to solve the customer’s problem most effectively, using all his/her knowledge and communication skills, even if it takes up to an hour.


5. “Feeling the customer experience”: the agents take our products home and test them to understand what customer might experience during installation and usage of the product


6. Synergy with R&D: the call center agents collect customer feedback and share it with the in-house R&D. This feedback is then translated into products improvements and new features. From time to time our engineers are invited to sit in as CC agents and answer customer calls. This rotation model allows those who design the products to have a real chance to learn what customers think, like or dislike about them.

If our Call Center agents determine that the customer problem cannot be resolved over the phone and/or that there might be a product defect, they open a “Problem Ticket” and ask the customer to bring or ship the product to the AirTies Repair Center which is operated by AirTies Customer Service. In accordance with the AirTies Customer Service Quality Standards, the product that is shipped to the Repair Center is repaired or replaced within two business days of delivery and shipped back to the customer at no charge. The product that cannot be repaired is replaced with a new one. If the product that is sent to the Repair Center is a discontinued product, then a newer model is shipped to the customer.

The customers that choose to bring their products to the Repair Center get served immediately.  The average waiting time for customers who bring in their products is 20 minutes.

We assign high importance to sustaining the “Exceptional customer service” that was built over the 5 years of the company’s operation and has become one of the key brand attributes of AirTies. All Support agents act with a goal to make the customers so satisfied that they recommend AirTies products to anyone they know.