Why we have removed email support on the Free plan
We understand that all of our customers, including those on the Free plan value human support. We’d like to give some background on the decision to remove email support on the Free plan and transition to self-serve options including Champ, our in-app-chatbot, and our Help Center.
We pride ourselves on the quality and speed of our customer support. In fact one of our company values is that We are Fanatical about Customer Success–we do everything in our power to help our customers succeed. As our customer base grows and we continue to invest in product development and feature enhancements, we’ve had to take a hard look at how we can continue to support all of our customers in a scalable way.
We looked at our resources, how customers on different plans were using support as well as the type of inquiries coming through. After analyzing the details, we recognized that exceptional self-serve support was the solution to maintain our high standards while scaling sustainably. Investing in self-serve provides all plan levels with the resources and knowledge you need to succeed without any wait time.
Our plan levels are designed to scale as your business scales and our support offering is also a reflection of this. This means when you experience growth in your business that requires both more personalized advice and more complex features, our support team is available to you on all paid plans.
Our investment into self-serve options
We have invested a significant amount of resources into our Help Center and Champ, our in-app-chatbot. These self-serve options are a collection of knowledge from our entire support team based directly on questions from you, our customers. We prioritize documenting every inquiry that comes our way, which is why we have over 1000 Help Center published to date. That number continues to grow and articles are updated as we receive feedback as well as develop new features.
While our Help Center is a deep wealth of knowledge, our chatbot, Champ, is designed to provide quick answers to common questions and to escalate issues to human support when necessary. You can think of Champ as your own personal assistant that has insight into your account and can provide high level overviews as well as quickly direct you to more detailed resources.
Because the Help Center and Champ contain collective knowledge from our entire team and customers, we highly recommend all customers, including those on paid plans utilize these resources first. With our ongoing investment in this space, these resources will only continue to improve.
We also encourage you to use the voting features in the Help Center and Champ to provide us with feedback if you aren’t getting the information you need to succeed. We manually review all of this feedback and are continually making improvements.
What if I experience an issue that requires human support and I’m not ready to upgrade?
We know that sometimes account specific issues come up that may not be covered by our self-serve solutions. For example, any billing, payment processor issues, or unintended behavior in the platform. In these situations, we will absolutely look into your account on an individual basis regardless of your plan level. You’ll simply need to let Champ know what your issue is to escalate it to the right place.
And remember, if you are scaling your business and find you are at a stage where you need more personalized service, human support is available on all of our paid plans.
You can learn more about support available on each plan level here: Contact Us
You can also see our full plan breakdown here: Thinkific Pricing
What if I need more business, marketing and tactical advice?
If you are looking for less technical resources about growing and scaling your business, we recommend checking out our blog. Our blog includes tips, resources and strategies to create and launch a successful online education business. Check it out here: Thinkific Blog