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Improving Our Customer Support Experience

2 months ago by [email protected]

We have a new support experience coming soon! We’ll be consolidating our support systems to streamline the experience for clients who use multiple Bloomreach products, while also creating efficiencies we’ll use to further improve the experience for all clients.

As we prepare to launch our new support experience, we understand how important it is for you to continue operating without disruptions. To ensure you receive the best service possible from us during this time, we’ve prepared and summarized some important information below.

Good To Know

Go-live date: May 25, 7:00 a.m. UTC
(8:00 a.m. GMT, 12:00 a.m. PDT, 3:00 a.m. EDT, 9:00 a.m. CEST)
Duration: 6-8 hours

What will be impacted during the go-live window?

What should I do to contact support during the go-live window?

Use the alternative email address: [email protected]
Engagement clients can also use the new in-app messenger

What’s Changing?

All products

Priority names

  • P1, P2, P3 will be replaced by Urgent (P1), High (P2), Normal (P3)
  • Note: No SLA change — this is only a naming convention change
  • SLA documents will be updated with the new naming conventions

Help Center (support portal)

  • New ways to log in to the Help Center (support portal)
  • A new Help Center (support portal) look

Product knowledge base

  • Answers to frequently asked questions will be in one place
  • Product documentation (coming later)

Engagement

Contact email address change

Live chat

  • A new in-app messenger is going to be introduced
  • The old messenger will be available for 2 weeks after the new support system launch to help you resolve ongoing requests
  • New requests can be opened only via the new messenger

Help Center (support portal)

  • Introduction of a support portal where you can open new requests and check your ongoing requests (see “Limitations” section below)

Customer satisfaction

  • Good/bad ratings will be introduced (temporarily)

Discovery & Content

Help Center (support portal)

  • No access limitation
  • New look
  • New login and password

CSAT Mechanism

  • Simplified and streamlined way to administer CSAT surveys following a ticket resolution

Limitations

Engagement messenger

Please remember to respond only within the in-app messenger on our platform. If you reply to an email or ticket in the support portal (help center), your message won't appear in the messenger. However, you don't need to worry — our Support team will still receive and respond to your message no matter which channel you use.

Requests history

Resolved requests will be visible for 120 days in the support portal (help center).

FAQ

📘

These answers are relevant for the new support experience launched on May 25th, 2024.

Q: How do I open a new request via the new Help Center?
A: Go to https://support.bloomreach.com, sign in, click submit request, and choose the form based on your product.

Q: Can I raise a ticket via email?
A: Yes, you can use [email protected] and [email protected]. See SLA documents for more details.

Q: How do I log in and reset my password?
A: Follow the steps below

  1. Go to: https://support.bloomreach.com/access/help
  2. Enter your email address to reset your password
  3. Check your mailbox and follow the steps in the email
  4. Set your new password and log in at: https://support.bloomreach.com

Q: What will happen to my resolved requests once we switch to a new tool?
A: Previously resolved tickets will not be migrated.

Q: What’s going to happen with my ongoing requests?
A:
Engagement
All ongoing requests will continue with the old live chat solution until the resolution is reached.

Discovery/Content
All ongoing requests will be recreated in the new system on May 25. No action is needed — the Support team will open the request on your behalf. The requestor will receive an email notification and can continue communication by replying to this email.

Q: My Content ticket has been closed. What should I do to reopen it?
A: Inactive Content tickets will be resolved between May 21-24. If you would like to reopen a ticket, you can do so via the portal or email after May 25.

Q: How will I be notified if something goes wrong during go-live?
A: Go to https://status.bloomreach.com. The general information section will provide you with the latest info.