Have a question? Notice a bug? The quickest way to reach a member of the Customer Support team at VerticalChange is to chat with us!
Customer Support team members are online Monday - Friday, 8:00 a.m. - 5:00 p.m. (PST). If you need assistance outside of those hours, please email us at support@verticalchange.com and we will respond to your email as soon as possible.
You can pull up the chat box in the bottom right corner of the screen by clicking on the circular icon of a chat box.
The chat box will keep a history of all your previous conversations with our Customer Support team members.
At the bottom of the chat box, click "New Conversation".
Note: Clicking on 'New Conversation' is the best way to ensure you will reach a member of the team. While you have the option to open up old conversations with team members, we do not recommend doing this as the team member may not be online. If you would like to chat with a specific member of the team, please start a New Conversation and indicate that in the message.
Begin typing your request in the "Send a message" box and hit Enter to send. You will receive a sound notification once a Customer Support team member has responded.
Tips for Chatting with Customer Support:
Provide as much detail as possible - this includes the steps you took before a problem occurred, the program/group/form that you are looking at and what specific error occurred (i.e. - instead of "It didn't work" --> "A red message appeared saying "Oops! Error!" and the form did not save).
If you need to step away from your computer for a period of time, please let the Customer Support team member know so they can continue the conversation via email.
If the issue is preventing you from completing urgent work, please let the Customer Support team know. It may be that there is a bug in the system that needs to be fixed over several days. If your work is urgent, we will work diligently to find a temporary workaround.
A Customer Support team member may need to see your screen and watch the steps that you are taking to fully understand the issue. If this is the case, we may ask you to join us on a Zoom Meeting by providing a link to the online meeting room. We will walk you through how to share your computer screen. Please note that the Customer Support team member will only be able to see the VerticalChange page, and nothing else on your computer. We will, however, be able to see your information in VerticalChange. If this is a problem, please don't hesitate to let us know.
If follow-up is needed, the Customer Support team member you were chatting with will put in a ticket and follow-up via email.
Once the chat is completed, you can click the circular X button to close the chat window.
Check out this quick video from our chat platform, Intercom, on what a typical interaction on our chat feature will look like:
