One of the common problems of every online company is lacking custumers support and
In order to have a successful business value chain, you must know how to catch the heart of your costumer and also you should have a good communication with your costumers, so that the costumers will build a trust and support, not only in your business but also in you.
In my opinion they should resolve this issues by having 24/7 active admins in telegram, facebook and in email for customer support. They also need to update their website so that their contact information easily available for customers. If they can make is progress better they can serve client satisfaction and this project will success in no time.
Thats right, like for example in having a cctv camera, although they record the important events but they do not cought the person who do the crime, online business will not effective if they are lack of the employers who is always need to be their so that they are efficient in their job and in order to make all customers will satisfy to the output.