Customer Callback/Communication Policy

Thank you for sub­mit­ting your inquiry to LiveO2.

We are ded­i­cat­ed to pro­vid­ing you with a time­ly response. Our goal is assure you receive all the infor­ma­tion you need. Here is what you should expect from our team.

LiveO2 does make cold calls. If we call you, it is in response to a mes­sage we received from you with your call­back information. 

We con­sid­er a mes­sage left by:

• Sales or Sup­port Ticket
• Voice Mes­sage
• Or a mes­sage to our switch­board operator

We will cre­ate a tick­et for your com­mu­ni­ca­tion, and your tick­et will be updat­ed each time we try to reach you. We will try to reach you for 10 days. If you do not respond to us we will assume that you no longer need our sup­port, and we will close your ticket.

We will try to reach you by all means avail­able to us including:

• Email
• SMS Text
• Phone

Callback Schedule

We will try to reach you four times over a 10-busi­ness day peri­od. Busi­ness days are Mon­day through Friday.

Day 1

We will call you first and leave a voice mes­sage. When we leave a voice mes­sage we will also let­ting you know we tried to reach you:

• Leave a voicemail
• Send an SMS Text mes­sag­ing you that we left a voicemail
• Send you an email mes­sag­ing you that we left a voice­mail and with any rel­e­vant information.

Our goal is to call back with­in 4 to 24 hours. If the orig­i­nal­ly assigned agent is unable to respond to you with­in that time, we will assign anoth­er agent to sup­port you. This means that it may take up to 2 days for us to get back to you but usu­al­ly only 4 hours.

Day 2

If you do not respond, we will send you a reminder email and option­al­ly a text ask­ing you to email or call us back.

Day 4

If you do not respond, we will send you a reminder email and option­al­ly a text ask­ing you to email or call us back. try to reach you again.

Day 6:

We will attempt to leave a 2nd voice mes­sage on your phone, and fol­low-up by email and SMS. 

Day 10:

We will make our final attempt to reach you by phone. If we are still unable to con­nect, we will leave a sec­ond voice­mail let­ting you know how to reach us if you’re still interested.

Final­ly we will send you an email indi­cat­ing that we tried to reach you sev­er­al times and are giv­ing up.

Give Up

If we do not hear back from you after 10 days, we will mark your tick­et closed and will not attempt to reach you again. 

Our staff will assume that you no longer need our atten­tion or that our con­tact infor­ma­tion is for you is invalid. Either way we can­not reach you and will not con­tin­ue trying.

If you don’t want to hear from us please respond “stop” by email or text to any of our com­mu­ni­ca­tions so our team will stop try­ing to reach you.

Your Preferences

We under­stand that every­one has dif­fer­ent pref­er­ences for com­mu­ni­ca­tion. If you’d like few­er calls, texts, or emails, please let us know, and we’ll tai­lor our out­reach to meet your needs.

Our Commitment

At LiveO2, we are com­mit­ted to pro­vid­ing excel­lent ser­vice. If we’ve con­nect­ed with you and you no longer need fol­low-up, just let us know, and we’ll stop any addi­tion­al outreach.

Thank you for choos­ing LiveO2! 

We look for­ward to help­ing you achieve your oxy­gen train­ing goals.