Receiving Fast and Effective Customer Support

We know there's almost nothing customers want more than lightning-fast responses to their questions. You may recall our customer success options from the sales/contract process (described here), but our goal is to always do even better for you. Of course, if you have live event support, you can expect responses within minutes or less to your questions, but when it comes to general setup and training, there are a few tips we have for you that will help us help you faster.

How to Search for questions effectively on Knowledge Base

There’s nothing more frustrating than searching for an answer and receiving a dozen irrelevant articles. As part of PheedLoop’s commitment to minimizing inconvenience, here are a few tips we will share to help refine your search.

The best way to find the article that applies to you is to search for the exact setting from the Event Dashboard. For example if they want to learn what Enable Meeting Booking does, they can search the term on the Knowledge Base and articles with that setting will appear.
Avoid filler words like “how”, “what”, or “can I.” More often then not, these keywords trigger multiple articles across the site resulting in many irrelevant results.
Try using synonyms for the same words. For example, if you are searching “printer problem” on the site and the results are not helping, trying other variations like “error” or "troubleshoot" might yield better results.

Join our Group Onboarding Calls

PheedLoop’s Group Onboarding calls invite those new to PheedLoop and those looking for a knowledge refresher to learn from a PheedLoop expert as they demonstrate the event set-up process. Each webinar has a focal topic that guides the onboarding, such as event creation, registration, event app, and more!

PheedLoop’s Group Onboarding calls are a great resource for anyone interested in learning from a step-by-step example.

If you are interested, you can sign up for one by following this link.

Joining PheedLoop University

We know event planners are busy, and joining live onboarding calls isn’t always viable. PheedLoop University is the perfect resource for busy event planners that can still benefit from following a step-by-step demonstration.

All Group Onboarding calls are recorded and uploaded to the PheedLoop University Portal, always available for easy access.

Looking to enrol in PheedLoop University and access these resources? Follow this link to enrol and receive instant access.

Joining Office Hours

One of the perks for joining PheedLoop is access to Office Hours which allows users to ask questions and work with a PheedLoop expert over a video call. For more information, please refer to our article here.

Using PheedLoop’s Checklist

PheedLoop’s Checklist resource allows event planners to create a customized event planning checklist to follow as they build out their event in PheedLoop. Each checklist starts with a questionnaire that allows event planners to answer questions about their unique event setup. The questionnaire responses will dictate what tasks are included in their checklist, creating a tailored to-do list that can be followed to set-up the event from start to finish.

PheedLoop’s Checklists are the perfect resource for event planners seeking a clear outline to success. Just complete the questionnaire, check the assigned tasks off your checklist, and you’re done!

Emailing Support via the Widget or our Email

With a system as comprehensive as PheedLoop, nothing slows down the support process more than receiving a question like "Why isn't my session loading?". Our support team is left scratching their head, wondering what event, what session, what's not loading, where isn't it loading, etc. Without context, we have to engage in a lengthy back and forth to try and extract the information we need to even figure out what the problem is and replicate it. If we can replicate an issue, we can give you the best answer possible because we can test the solution first, or if it's a product bug (albeit very rare), our engineers can test a fix.

Full-Screen Screenshot - A picture really is worth 1,000 words for us. Full-screen screenshots are critically important because they allow us to get even more context about the browser, operating system, etc.
Relevant Links - Provide any URLs that you believe we should be looking at to replicate the issue. It's not enough to say "my website is broken", because we may not know what website you're talking about.
Detailed Information - Using the help widget instead of direct email helps a lot with this, but provide us with your event's name/URL, and any other supporting information. Asking about a session or exhibitor for example? Tell us their precise names.
Quick Video Capture - If a picture is worth 1,000 words, a video is 10 times that. If you believe a video can help us better understand the question you have, we suggest creating a screen recording to briefly demonstrate what you are experiencing.