When your team needs help identifying what issue you are experiencing, it may be helpful to request some time with a team member. Hopping on a call allows us to see the issue and fill in the gaps that may be missing from a written description.
We use Zoom as a platform to screen share or even record to keep for future use. We utilize this form of contact to help clear up complex issues like:
- workflow/setting changes
- discovering new service providers to combat fraud
- isolated UI/dashboard issues
- vital feature requests
When is it appropriate to email vs. set up a call?
Email is the quickest and most efficient way for our team to update you on changes we’re making. This is the first step to resolving a concern.
We generally set up screen share/calls when we loop in other teams (internally) or if we need to see an issue live to get a better understanding. If you are unsure if your request requires a call let us know. A support team member or dedicated CSM will help coordinate and facilitate.
How can we prepare for the call?
Provide the support team member (via email) with as many details as you can prior to the call. List out any outstanding questions that need to be covered, related links/eval tokens, etc. so they can be reviewed and we get the most of our time.