All New Help Center & In-App Messenger!
At our company, we are constantly striving to improve our services and provide the best support possible for our customers. We’ve listened to your feedback and worked diligently to address your concerns. That’s why we are thrilled to announce the launch of our upgraded Help Center and in-app chat!
Why the Change?
NO MORE LONG CALL WAIT TIMES!!
With this update, we have organized and streamlined our resources to make finding answers and reaching our team easier and more efficient. We understand your time is valuable, and we want to ensure you receive timely and personalized assistance without waiting on the line.
Benefits of the In-App Messenger
In-App Chat and Notifications: Chat with our team directly within the app without waiting for a response. You'll receive notifications both in-app and via email when there's a reply, allowing you to go about your business without interruption.
Screen Sharing: If a complex issue arises during our chat, we can seamlessly switch to a messenger call within the app, allowing you to share your screen with us for more effective troubleshooting.
Enhanced Self-Service Resources: Access a variety of self-service options to independently troubleshoot and resolve issues.
Benefits of Scheduled Calls
Please Note: Scheduled calls are only available for customers who pay for phone support.
Convenient Scheduling: Schedule a support call at your convenience, we're here to assist you when it works best for your schedule.
Pre-call Research: Provide us with details about your issue before the call. This allows our team to research and prepare solutions tailored to your specific needs, making our discussions more efficient and effective.
Quick Video Explanation: If a question doesn't require a call, we can send you a quick video explanation, saving you the time and hassle of hopping on a call.
Enhanced Help Center
Integrated Help Center: Our new Help Center is built into the messenger, enabling you to quickly find answers directly within the app.
Article Feedback and Support: If an article isn’t helpful, you can rate it, which will prompt you to chat with our team for further assistance.
FAQs
Please click on the arrow to view the FAQs:
Please click on the arrow to view the FAQs:
When will this change in support be implemented?
We'll be transitioning away from live calls and transitioning to chat and scheduled calls starting Wednesday, July 10th.
Reminder:
Scheduled calls are solely for customers that pay for phone support.
What will my support options look like now?
Cloud Users:
Your support options will include in-app chat, chatting from the Help Center, scheduling a support call at your convenience (for applicable customers), emailing support, the ability to self-serve using the messenger and Help Center, and the ability to rate the usefulness of Help Center articles.
Desktop Users:
Your support options will include chatting from the Help Center, scheduling a support call at your convenience (for applicable customers), emailing support, the ability to self-serve using the messenger and Help Center, and the ability to rate the usefulness of Help Center articles.
Scheduled Calls FAQ
Please click on the arrow to view the Scheduled Calls FAQs for customers paying for phone support:
Please click on the arrow to view the Scheduled Calls FAQs for customers paying for phone support:
How do I schedule a support call?
There will be an option within the messenger that will allow will direct you to our scheduled call booking page, where you can choose a day and time that suits you best to meet with our team.
Am I able to cancel or reschedule my support call if needed?
Absolutely. There will be a link in your confirmation email, reminder email, and calendar event that will allow you to cancel or reschedule as needed.
What are the benefits of scheduling a support call?
Scheduling a support call allows you to pick a day and time that works best for you. When you book your call, you'll provide information about your question or issue, allowing our team to research and prepare beforehand for an efficient discussion during your scheduled time. If your question can be answered quickly with a video, we'll send you that explanation, saving you time without needing a call.
What if I need to contact the Support team quicker?
Live chat is the perfect option for this! We have agents ready to chat with you for any issues that need to be resolved more quickly than booking a scheduled call.
How do I contact the team in an emergency?
For emergencies, you can still reach us through our support email. Additionally, you can use live chat for quick assistance during normal business hours.
Will I receive less support than before?
Not at all! These changes are designed to enhance your experience and improve the quality of support you receive, ensuring you get the help you need when you need it.
How far in advance can I book a call? - Not sure what settings you set for this
30 Days
What's the earliest time I can book a call?
A call can be booked as soon as 24 hours from the time of scheduling within normal business hours. If you're facing an urgent issue, our live chat is available for quick support.
Will I receive a reminder for my scheduled call?
Yes! You will receive an email reminder.
Our team is committed to delivering the best support experience possible for our customers, and this change will significantly enhance our ability to achieve that goal.
Thank you for being a valued partner and for providing feedback that inspired these improvements!