Help & Support
Last Updated: September 28, 2025
At CXGuru Consulting India Private Limited (“CXGuru,” “theCXGuru,” “CXGuru Consulting,” “we,” “our,” or “us”), we are committed to providing timely, professional, and reliable support to our customers, partners, candidates, and trainees.
This Help & Support section outlines how you can reach us, the types of support available, our response timelines, and the escalation process in case of unresolved issues.
1. Our Support Philosophy
• Customer-First – We believe support is not just about solving issues, but also about building long-term relationships.
• Transparency – Clear communication on timelines, solutions, and next steps.
• Multi-Channel Availability – Reach us through email, phone, WhatsApp, or our support portal.
• Continuous Improvement – We use support feedback to improve our services, training modules, and consulting practices.
2. Support Coverage
We provide support for:
2.1. Training Programs
• Enrollment assistance
• Session scheduling and reminders
• Access to recordings and materials (where applicable)
• Technical issues during live sessions
2.2. Consulting & Corporate Services
• Project updates and clarifications
• Technical troubleshooting for integrations
• Communication with consultants and trainers
2.3. Staffing & Placement Support
• Resume submission and status tracking
• Employer or candidate queries
• Interview preparation guidance (where applicable)
2.4. Payments & Refunds
• Invoice queries
• Refund requests under our Refund Policy
• GST/tax-related queries
2.5. General Inquiries
• Information about CXGuru services
• Partnership or collaboration opportunities
• Media/press-related queries
3. How to Reach Us
You can contact our support team through any of the following:
• 📧 Email: support@thecxguru.com (primary channel for all support requests)
• 📞 Phone: +91 77039 38028 (Mon–Fri, 9:00 AM – 9:00 PM IST)
• 💬 WhatsApp Business: Available at the same number for quick queries
• 🌐 Website Support Form: www.thecxguru.com/support
• 📓 FAQs & Knowledge Base on our Website.
4. Response Times
We aim to provide quick and reliable support. Our typical response times are:
• General Inquiries: Within 24 business hours
• Training/Enrolment Issues: Within 12 business hours
• Technical Issues During Training: Immediate live assistance or within session duration
• Refund & Payment Queries: Acknowledgment within 24 hours, resolution within 7 working days
• Escalated Issues: Resolution within 10 business days (subject to complexity)
5. Escalation Process
If your concern is not resolved satisfactorily at the first level, you can escalate:
1. Level 1: Support Executive – Initial response and troubleshooting.
2. Level 2: Support Manager – Escalation for unresolved or complex issues.
📧 Email: manager.support@thecxguru.com
3. Level 3: Grievance Officer (as per IT Act Compliance).
We strive to resolve all escalated issues within 30 days as per regulatory standards.
6. Self-Help Resources (Planned Rollout)
We are building a comprehensive Help Center with:
• FAQs about training, consulting, and staffing.
• Step-by-step enrolment guides.
• Tutorials on using our platforms.
• Articles on troubleshooting common technical issues.
7. Customer Responsibilities
To help us resolve your queries effectively, we request that you:
• Provide complete details (name, contact, service enrolled, issue description).
• Share screenshots or documents where relevant.
• Use the correct support channel for faster resolution.
• Maintain respectful communication with our support staff (zero-tolerance policy for abuse).
8. Data & Privacy in Support
• All support interactions are logged securely.
• Personal information shared with our team will be handled in compliance with our Privacy Policy.
• Support data may be used for quality assurance and training purposes.
9. Feedback & Continuous Improvement
We value your feedback on our support process. After resolving your query, you may receive:
• A short survey to rate your experience.
• An invitation to provide suggestions for improvement.
Your feedback directly helps us improve CXGuru’s customer experience.
10. Contact – Support Team
CXGuru Consulting India Pvt Ltd
📧 Email: support@thecxguru.com | 📞 Phone: +91 77039 38028 | 🌐 Website: www.thecxguru.com/support