It includes a more personalized experience and one-on-one time with ScreenSteps experts. How is support different on the Enterprise Plan?Ĭustomers who choose the Enterprise Plan have more regular interactions with members of the ScreenSteps team. In those situations, we’ve provided a help guide to upload a new X.509 SAML Certificate to your ScreenSteps Authentication Endpoint here. If there is a server outage or the site becomes slow because of the server load, that is an emergency our team will handle immediately.Ī common emergency situation our customers have found themselves in is losing access to their account when they let their Single Sign-On (SSO) SAML certificate expire. What qualifies as an emergency? An emergency is considered anything interfering with your agents having access to your account. We have system monitoring in place 24/7 to ensure that your teams always have access to your ScreenSteps account. In the case of an emergency, our team receives off-hours notifications and proactively handles the situation.
If issues happen outside of business hours or on weekends, they are addressed in the order they came in during the next regular business hours. During business hours, our team responds to most tickets within an hour of creating the ticket. When you contact our support team and generate a ticket, the ScreenSteps team responds as quickly as they are able to. How long does it take for the support team to respond? We recommend contacting us through email or the in-app chat for the fastest results. Also, we may send links back with instructions or our IT team may send out screen sharing session links through the ticket or in-app chat. We ask that you open a ticket first in order for us to get all the right details. Before you call, please email to open a ticket. If you prefer to call, you can reach the technical support team at the number on our contact page. Or you can choose to start a chat by clicking “Send us a Message.” (See the below screenshot.)Ĭlick the question mark button and you’ll be served up some contextual help, if available. Within the admin area of your account, you’ll find a “?” button in the bottom-right corner of the page. Click the button to “Contact Us” at the bottom of our help siteįor quick questions where you’d prefer real-time support, you have the option of chatting with us.Send a direct email to Fill out the form on our Contact page.There are a few ways to create a support ticket: After a support ticket is initially created, ongoing communication happens via email.
Support ticketĬreating a support ticket immediately puts you into a queue to receive help. If you have questions or need help, you can reach out via three different channels. There are multiple ways to contact the ScreenSteps support team. As a result, we receive a relatively low number of support inquiries, which means we can reply to those inquiries faster (dogfooding FTW!). We also provide self-service product support via our own ScreenSteps help site.Īs you’d expect, our articles and courses allow many of your questions to be answered independently after a quick search. We have human support agents available to help with product support, meaning you receive help from an actual person and not a machine. Implementation assistance or content strategy and coaching are offered as separately paid services ( more on this later). What customer support is included with your ScreenSteps plan?Īny questions you have related to using the ScreenSteps product are included with your subscription. More specifically, this is how ScreenSteps will take care of you, our customers. Here is everything you need to know about how ScreenSteps approaches customer support. So, how does ScreenSteps handle its customer support? What can you expect from ScreenSteps if you become a customer? Why did I stick with ScreenSteps for the last eight years? Two reasons: the value of the product and the level of service and support ScreenSteps provided. I loved it so much during my first experience, I brought ScreenSteps along for the ride in each new role I took on. I’ve actually had the pleasure of being a customer of ScreenSteps at my last three companies. In fact, I thought so highly of the company that I came to work for it as the Director of Customer Success.
#Screensteps support software
It can be enough to make you wish you hadn’t chosen the product to begin with.Īs a customer of countless software products myself, I can definitely say that I’ve been there - but never with ScreenSteps. Long wait times, rude agents, incomplete responses … the list can go on and on.
We all have a support horror story we could share.
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When it comes to starting a new vendor relationship, there’s almost nothing worse than finding the perfect match product-wise only to discover down the road that they provide terrible support.
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