Overview
Genseo offers multiple support channels to help you with questions, issues, and feedback. This guide covers how to access chat support, email support, and what to expect regarding response times.Chat Support
Chat support provides real-time assistance for quick questions and issues.Accessing Chat Support
- In-app chat: Look for the chat icon in the Genseo app (usually in the bottom right corner)
- Click to open: Click the chat icon to open the chat window
- Start conversation: Type your question or issue and send your message
- Wait for response: Wait for a support agent to respond
When to Use Chat Support
Chat support is best for:- Quick questions: Simple questions that need quick answers
- Technical issues: Immediate technical problems that need resolution
- Account issues: Account-related questions or problems
- Billing questions: Quick billing or subscription questions
Chat Support Best Practices
- Be specific: Provide specific details about your question or issue
- Include context: Include relevant context (error messages, steps to reproduce, etc.)
- Be patient: Wait for a response—support agents may be helping multiple customers
- Follow up: Follow up if you don’t receive a response within expected timeframes
Email Support
Email support is available for more detailed questions and issues.Sending an Email
- Find email address: Find Genseo’s support email address (typically [email protected] or similar)
- Compose email: Write a detailed email with your question or issue
- Include details: Include relevant details (account information, error messages, steps to reproduce, etc.)
- Send email: Send your email and wait for a response
When to Use Email Support
Email support is best for:- Detailed questions: Complex questions that require detailed explanations
- Feature requests: Suggestions for new features or improvements
- Account issues: Account-related issues that need detailed investigation
- Billing disputes: Billing or payment issues that need review
Email Support Best Practices
- Use clear subject lines: Use descriptive subject lines that summarize your question or issue
- Provide context: Include relevant context and details in your email
- Include screenshots: Attach screenshots or screen recordings if they help explain your issue
- Be patient: Allow time for support to investigate and respond
Response Times
Response times vary based on support channel and issue complexity.Chat Support Response Times
- Typical response: Usually within a few minutes to an hour during business hours
- Business hours: Faster responses during business hours
- After hours: Slower responses outside business hours
- Complex issues: May take longer for complex issues that require investigation
Email Support Response Times
- Typical response: Usually within 24-48 hours
- Business days: Faster responses on business days
- Weekends/holidays: Slower responses on weekends and holidays
- Complex issues: May take longer for complex issues that require investigation
Getting Help Faster
Provide Detailed Information
Help support help you faster by providing:- Account information: Your account email or username
- Error messages: Exact error messages you’re seeing
- Steps to reproduce: Step-by-step instructions to reproduce the issue
- Screenshots: Screenshots or screen recordings of the issue
- Browser/device info: Browser and device information if relevant
Check Documentation First
Before contacting support:- Search documentation: Search the documentation for answers to your question
- Check FAQs: Review frequently asked questions
- Search knowledge base: Search the knowledge base for similar issues
- Review guides: Review relevant guides and tutorials
Use the Right Channel
Choose the right support channel:- Chat for quick questions: Use chat for quick questions that need immediate answers
- Email for complex issues: Use email for complex issues that need detailed investigation
- Documentation for common questions: Check documentation for common questions before contacting support
Support Hours
Support availability varies by channel and plan.Standard Support Hours
- Chat support: Typically available during business hours (e.g., 9 AM - 5 PM, Monday-Friday)
- Email support: Available 24/7, with responses during business hours
- Response times: Faster responses during business hours
Priority Support
Some plans include priority support:- Faster responses: Priority support typically receives faster responses
- Extended hours: Priority support may have extended support hours
- Dedicated support: Some plans include dedicated support channels
Support hours and availability may vary. Check Genseo’s support page for current support hours and availability.
Common Support Topics
Account Issues
- Login problems: Issues logging into your account
- Account settings: Questions about account settings
- Password reset: Help resetting your password
- Account access: Issues accessing your account
Billing Questions
- Payment issues: Problems with payments or billing
- Subscription questions: Questions about subscriptions and plans
- Invoice requests: Requests for invoices or billing information
- Refund requests: Requests for refunds
Technical Issues
- Integration problems: Issues with Webflow, Shopify, or other integrations
- Article generation: Problems generating articles
- Publishing issues: Issues publishing articles
- Performance problems: Slow performance or errors
Feature Questions
- How-to questions: Questions about how to use features
- Feature requests: Suggestions for new features
- Feature availability: Questions about feature availability
- Best practices: Questions about best practices
Best Practices
Before Contacting Support
- Check documentation: Search documentation for answers first
- Gather information: Collect relevant information (error messages, steps to reproduce, etc.)
- Try troubleshooting: Try basic troubleshooting steps before contacting support
- Be specific: Prepare specific details about your question or issue
When Contacting Support
- Be clear and concise: Clearly describe your question or issue
- Provide context: Include relevant context and details
- Include screenshots: Attach screenshots or screen recordings if helpful
- Be patient: Allow time for support to investigate and respond
After Contacting Support
- Follow up if needed: Follow up if you don’t receive a response within expected timeframes
- Provide feedback: Provide feedback on the support experience
- Document solutions: Document solutions for future reference
Common Questions
How do I access chat support?
Look for the chat icon in the Genseo app (usually in the bottom right corner) and click it to open the chat window.What’s the best way to get help quickly?
Use chat support for quick questions, provide detailed information, and check documentation first before contacting support.How long does it take to get a response?
Response times vary: chat support typically responds within minutes to an hour during business hours, while email support typically responds within 24-48 hours.Can I get priority support?
Priority support is available on some plans. Check your plan details or contact support to learn more about priority support options.Next Steps
- Learn about managing billing for billing-related questions
- Explore plans and limits to understand your subscription
- Review getting started for help getting started with Genseo