We always strive to improve our services and provide the best possible support for our customers. After listening to your feedback, we’re making some exciting changes to our customer support process to deliver faster, more efficient assistance tailored to your needs.
What’s new: We’re streamlining support by replacing incoming phone calls with quicker in-account messaging, messenger voice and video calls, convenient scheduled support calls, and enhanced self-service resources.
When?
We will be making this change on Monday, September 2nd.
Why the Change?
No More Long Call Wait Times!
We’ve reorganised and streamlined our resources to make getting help easier and more efficient. We know your time is valuable, and these updates ensure you receive timely and personalised assistance.
Benefits of the In-App Messenger
Chat and Notifications: Connect with our team directly from the chat messenger within your TeamUp account or our Help Centre. You’ll receive in-account notifications and via email when there’s a reply, so you can carry on with your day without interruption.
Emergency Path: Locked out of your account? Multiple Payments Failing? Several customers can't book? Use our emergency path in the messenger to get rapid assistance.
Screen Sharing for Complex Issues: If you encounter a challenging problem, we can switch to a messenger video or voice call, where you can share your screen with us so we can see exactly what you're looking at for the quickest and most effective troubleshooting.
Check out how video calls with screen sharing works below👇
1. Start a conversation with our team via the messenger.
2. Once our team initiate a video call, you can answer directly from the messenger.
3. After you have joined the call, you can share your current screen, window, or tab with our team using the screen icon in the call controls.
4. After the call, we can send you a recording of the call for your records. If you prefer that we do not record the call, just let us know before the call starts or when you join the call.
Check out the below video example of a screen share initiated via the messenger 📹
Enhanced Self-Service Resources: Easily access a range of self-service tools to troubleshoot and resolve issues on your own, whenever it’s convenient for you.
Benefits of Scheduled Calls
Convenient Scheduling: Book a support call at a time that works best for you, ensuring you get the help you need when it’s most convenient.
Pre-call Research: Share details about your issue before the call. This allows our team to research and prepare solutions tailored specifically to your needs, making our time together more productive.
Quick Video Explanations: 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.
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 transition away from incoming calls and towards chat and scheduled calls starting Monday, September 2nd.
What will my support options look like now?
Your support options will include in-app chat, chatting from the Help Center, scheduling a support call at your convenience, 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
How do I schedule a support call?
There will be an option within the messenger that will direct you to our call booking page, where you can schedule a day and time that suits you best to meet with our team.
Will I receive a reminder for my scheduled call?
Yes! You will receive an email reminder.
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?
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?
You can still reach us through our in-account chat, support email, and Help Centre for emergencies.
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.
Our team is committed to delivering the best support experience possible to our customers.
Thank you for being a valued customer and for providing feedback that inspired these improvements!
Please reach out with any questions.
Your Support Team