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Customer Success Support Levels
Customer Success Support Levels

Outline of different Customer Success support levels and associated resources.

Product Enablement avatar
Written by Product Enablement
Updated over a week ago

Overview

ObservePoint's Customer Success team offers a variety of support options for your needs. We always strive to operate above and beyond the expectations and want you to feel like you have an abundance of resources to accomplish what you need to.

Below is an outline of the different levels of Support and associated resources.

Self Support

Self Support is perfect for users who are proactive, quick learners, and love to explore on their own.

This support level has access to many resources including:

  • Technical Support ([email protected] & In-app Chat)

    • 24/7, instant responses, supported in any language from our AI chat solutions

    • Fast Human support for any questions or requests that the AI cannot resolve.

  • Help Center (help.observepoint.com)

    • Our complete knowledge base with detailed content, often accompanied with how-to videos.

    • Self-paced learning paths for all users

    • A regularly hosted virtual event where we share strategic tips and best practices explained by our Product experts.

    • A regularly hosted virtual event where we discuss industry news, insights, and best practices.

  • Email & In-app Announcements

    • Regular updates and announcements sent by our Customer Success and Marketing teams to keep you in the loop on latest product releases and events.

  • Slack Community (Link to join)

    • Leverage the power of our community. ObservePoint product experts and your peers can be found here. Many of which are willing to support and collaborate.

Live Support

Everything included in Self Support and access to a team of Success Managers to aid in strategic use of products.

Success Managers will be available for strategic planning meetings, working sessions, and regular business reviews to guide you along the path to success and an optimized web experience for your visitors.

Named Support

Everything included in Self Support & Live Support, but you will have a dedicated Success Manager resource who will be very familiar with your implementation and ongoing strategy. That Success Manager will typically specialize or have extended experience working with similar partners in your industry.

In addition to ongoing Support, ObservePoint offers Premium Onboarding services which you can consider leveraging to kick start your implementation.

If you ever have feedback about your experience or have questions about these support options, please contact us!

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