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Support Channel

Support teams and how to contact.

Ecomdy's two customer support teams, AM and Livechat, are dedicated to providing exceptional customer support.

1. Livechat team​

a. Livechat team help you​

The Livechat team responds to and supports customers during their initial contact:

  • Verify customers on Ecomdy's system.
  • Obtains information about the customer's chat.
  • Determines whether to provide direct support or transfer the chat to an appropriate party:
    • For support cases that can be directly handled, the team provides assistance.
    • If the customer has passed the verification, but the case requires processing time, Livechat transfers it to the AM team according to the system's information.

b. How to contact the Livechat team?​

Ecomdy platform's box chat (Highly recommend)

support

Other channels

2. AM team​

a. AM team help you​

Ecomdy's AM (Account Manager) team is available to assist you if you need help. An Account Manager is a professional who is responsible for:

  • Support customers to create advertising accounts and guide customers to set up effective advertising campaigns on TikTok
  • Manage accounts and handle account-related issues, control violations
  • Consulting on optimizing advertising campaigns and helping customers develop and grow strongly not only on TikTok but also on their own business

b. How to contact the AM team?​

  • AM will support customers via Whatsapp (with the WhatsApp link the customer provided when registering the account).
  • Alternatively, customers can contact the Livechat team, and the Livechat team will then forward the request to AM for assistance.