Lowes is a US-based company that provides online services to retailers.
It was acquired by the multinational in 2012 for $3.7 billion.
It now has a team of 150 staff and more than 600,000 customers.
Lowes has struggled with customer support, with several of its customer service reps not having enough time to help customers.
Many of the replies to customer service questions are frustratingly slow.
Lowels customer support staff are also not given access to the company’s online chat services, which could help them understand the nuances of customer support issues.
“We do a lot of online chat and we want to provide the best customer support for our customers,” said Adam Zaremba, vice president of customer service for Lowes.
“Our customer service teams are not always well equipped to handle online chats and we have some great people, but we need to find a way to get the team in the best shape to help our customers.
We don’t have that luxury with our customer support teams.
We do need to have a good online chat support staff.”
Zaremberg explained that the company is hiring an additional 40 employees to work on its online support teams in order to help with the problem.
“That is going to help us improve our customer service team,” he said.
Zarempa added that he was confident that the additional hires would help boost the company in the future.
But he acknowledged that he did not know whether his team would be able to get into the hands of more of the company, given the large size of the organisation.
“There are people that are doing great jobs but it is hard to find time to hire them,” he explained.
The company also has a problem with its customer support team, with some customers having to call customer support to get their problems resolved.
“Some of the questions we have come across, we have to call them back and tell them the problem has been solved,” Zareb said.
“But sometimes they get frustrated, because they don’t get the answer they need.
So, we need help in order for us to get to our customers.”
Zarelba added: “It’s a problem that we have had for a long time.
It’s just that we are working on it.”
A spokesperson for the company said that it is trying to improve the company and that it was committed to improving its customer care team.
The spokesperson added that the online chat teams were already working on a solution to the problem, which they hoped would be available in time for the holiday season.
“I am confident that our team is working on solutions that will allow us to have more staff working on the issue, so we can get these things resolved as quickly as possible,” the spokesperson said.
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