Top 5 Questions Related to the IQOS Ordering Process

In the previous articles we found out what are the most interesting questions from IQOS users, as well as more details about a work day of the agents, so now we will discuss a slightly different topic, which is often relevant for users.

This time we will talk to Gorana, part of the IQOS center for customer support, and we will find out more about the online ordering and delivery process, with answers given by the IQOS experts.

1. How can a customer order IQOS products?

The process of ordering IQOS products can be done directly through the IQOS website, through our Virtual Zone where sales experts can place an order on behalf of the user, or directly at one of our IQOS Zones and IQOS Partners. The only thing left for the users is to choose the option that suits them the most at the moment. Of course, if a user calls us at the contact center and needs additional support regarding the online order or to find out where the nearest point of sale is, we are here to help.

2. What does the delivery process look like before the order arrives at the customer's address?

Whether the order is made directly through our website or by calling the Virtual Zone, the process is the same. Information about the customer is entered, and then information about the selected order in the system, after which the IQOS expert in charge of the delivery picks up the order and contacts the customer on the phone number that has been left for contact. Of course, the time and place of the meeting for delivery of the order is determined by the wishes and needs of the customer.

3. Do customers know that the delivery is made by our IQOS expert or do they expect to receive the shipment by express mail?

This is a good question 😊, considering that the express mail delivery system is popular nowadays. Each IQOS order is delivered through an organized system, by an IQOS expert. During the delivery, the IQOS expert gives a short presentation and training on the use of IQOS products for easier adaptation to the use of IQOS, from the very beginning.

4. Do you often get questions about free delivery of the ordered devices?

Each order of the device, as well as each order of products worth over 300 denars has free delivery and is executed within 3 work days. If we happen to have an increased volume of orders or we are not able to deliver it within that time, our customers are always notified in advance. Of course, the order is delivered to the specified address, but there is also an option for users to pick up the device they ordered online, at one of our IQOS zones.

5. And finally, a slightly different question - What should users pay attention to when maintaining and using IQOS devices during cold and hot days?

For optimal experience and proper operation of the devices, whether it is winter or summer, we always point out the following: the optimal operating temperature of the device should be from 0 to 50 degrees Celsius, i.e. to avoid exposure to extremely high or low temperatures - an example for this is to avoid leaving the device in the car for a longer period of time.

We learned a lot of details about the IQOS center for customer support from talking to our agents, and now аll that’s left is to inform you that they are available for all your questions related to the IQOS world from Monday to Saturday from 09:00 - 21:00. and Sunday from 10:00 - 18:00. Contact them directly via Facebook messenger or the toll-free number 080099099.

They are expecting you!
Your IQOS.