In our previous blog, we covered what to look for in an email service provider. One of those factors was "Good Customer Service & Next Level Support". So here is a closer look at the four support options TouchBasePro offers.
Help Docs
Every TouchBasePro client has access to our help documentation. The library covers everything from adding personalisation to your subject line to setting up dynamic content. If you already know your way around the platform and just need a quick answer, this is usually the fastest route.
Our Support Desk
Our standard support desk is open Monday to Friday, 8 am to 5 pm. The guaranteed turnaround time is four hours, though 92% of queries are answered within one hour. The team handles questions across the platform, from campaign setup to billing.
VIP Support
If you need faster response times and more hands-on help, VIP Support gives you a dedicated email address monitored by a technical expert who will respond within one hour. You also get telephonic support, so if you need someone to walk you through an issue in real time, that option is there.
Dedicated Customer Success Managers
Our most involved support option is a fully managed relationship with a dedicated Customer Success Manager (CSM). Your CSM works with you to align your campaigns to your broader marketing goals, reviews layout and creative, and helps you get more out of your email marketing over time. The team collectively has over ten years of experience working with companies on their email strategy.
Each tier exists because different teams have different needs. If you want to know which option is right for your business, get in touch with us.
Frequently asked questions
- What are TouchBasePro's support hours?
- The standard support desk is open Monday to Friday, 8 am to 5 pm. VIP Support offers faster response times, and telephonic support is available to VIP clients who need real-time assistance.
- How quickly does TouchBasePro respond to support queries?
- The standard desk has a four-hour turnaround guarantee, but 92% of queries are answered within one hour. VIP Support clients receive a response within one hour as a baseline commitment.
- What does a TouchBasePro Customer Success Manager actually do?
- A dedicated CSM works with you on campaign strategy, aligns your email activity to your broader marketing goals, and reviews layout and creative. It is a fully managed relationship rather than reactive ticket support.
- Which support tier is right for my business?
- It depends on how much hands-on help your team needs. Self-serve help docs suit confident platform users. The standard desk covers most day-to-day questions. VIP Support adds speed and phone access. A CSM is best if you want an email expert actively involved in your strategy.