Movidesk Customer Guide – to support, customer success, contacts, and more
21 min
Created by: Knowledge Engineering Team on: 12/2/2020 9:40 PM

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Purpose of this guide

Understanding Customer Support and Customer Success

Who may access Movidesk Customer Support

Getting started with Movidesk Customer Support

Creating tickets

Service types and contacts

What to do before calling or creating a ticket

Services

Suggestions

Issue prioritization

SLAs

Business hours

Billing

Adding or reducing agents / Temporary helpers

Customer Success activities

Escalation

How to write a customer support guide / Can I use this?

 

Purpose of this guide

Welcome to our customer guide!

The purpose of this guide is to provide Movidesk’s customers with:

  • Guidance on how to access and get the best out of Movidesk’s ongoing support.
  • Answers to typical questions about our customer support process.
  • Contacts to address issues related to services, customer success, sales, and billing.
  • Instructions on how to send Movidesk suggestions for product and process improvements.
  • Contacts for issue escalations.
  • Information about Customer Success activities.

 

Understanding Customer Support and Customer Success

The goal of our Customer Support team is to provide Movidesk’s customers with answers to questions about the use of Movidesk and their subscriptions, and to address eventual software or documentation defects and related issues. 

The goal of our Customer Success team is to help our customers get Movidesk up and running, manage needs for services, address issues not related to ongoing support, provide an escalation contact channel (ombudsman), and provide our customers with ongoing information—as a continuous help for them to succeed with the business processes for which they use Movidesk as a supporting tool.

 

Who may access Movidesk Customer Support

Any Movidesk customer can access our Customer Support team, no matter if they are live in production with the system or still in a trial phase.

To facilitate and expedite communication, we ask our customers to centralize support issues in a system administrator, supported by a back-up person. This not only helps us to provide you with better support but also brings efficiency to the whole support process—which in turn leads to savings that allow Movidesk to keep subscription costs low to benefit all Movidesk’s customers.

Although we ask every customer to adhere to this policy, we understand that situations like multiple sites or multiple teams may make it less practical to follow. We ask you to inform us of your particular situation and needs, so that we can provide access for the people you deem necessary to fit your needs.

Finally, we want you to rest assured that under no circumstances will we let your team go without support from our Customer Support team!

 

Getting started with Movidesk Customer Support  

After you created your account, we created a master system administrator user in your name and sent you an email with your credentials. To open tickets you can:

  • Go to support.movidesk.com and use your credentials to access our customer support portal. In the portal you can create a ticket online or chat with our support team.
  • Just send an email to support@movidesk.com using the email address you entered when creating your account. Your email will automatically create a ticket under your name.

If you want to create an additional or back-up system administrator user, or remove an existing administrator, please open a ticket using any of the methods above and we will add or remove them for you. Please include their name, email, and the desired username.

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Note To create or change system administrators, we require that you use the email account registered for your master system administrator. If you are unable to use that account, we’ll ask you for further identification.

 

We ask that you centralize your contacts on your system administrators, as we mentioned before, but if any of your agents need to talk to our support team or open a ticket in an emergency:

  • They can do so by calling us or sending an email to support@movidesk.com.
  • Once we receive your agent’s email from an email address with the same domain as your master system administrator, we will automatically link the new ticket to your account and copy your master system administrator in all ticket communications to keep them informed.

 

Creating tickets 

When you chat with our support team or send us an email, a ticket will be created automatically and you will receive a notification.

To create a ticket in our customer portal, just follow these simple steps:

  • Select the button at the top of your screen, to the right of your system tabs, and select New ticket. Alternatively, use the Alt + T keyboard shortcut.
  • On the left pane:
    • Select Add me as requester on top of the Requester box.
    • Select the desired Service. See the service types chart below for details.
    • Add in the CC box other users or email addresses you want copied in the ticket conversation. For existing users, just start typing their names and they will be displayed as options in the dropdown box. CC’d individuals will be copied in every email related to the ticket.
  • On the right pane:
    • Enter a subject for your ticket.
    • Enter your message.
    • Click Send ticket.

Head with gears

Tip Key words in the ticket subject will be used to suggest relevant articles. If you see any that you think might help you, just select the article to read it in our knowledge base.

 

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Note Depending on the type of service you are requesting, you may be prompted with tips or requests for specific details inside the Message box. Just add to the provided text or override it.

 

Service types and contacts 

Service

Help with

In-system option

Email

Phone

Support

Questions

Problems

1 – Support

support@movidesk.com

(857) 206-6670

Customer success

Onboarding*

Expansion of system use

Dissatisfaction with any service / Escalation

Data migration*

Process improvement consulting*

2 – Customer success

cs@movidesk.com

(857) 206-6645

Billing

Billing documents

Charges

Usage statements

3 – Billing

billing@movidesk.com

(857) 206-6645

Suggestions

Product enhancement suggestions

Other suggestions

4 – Suggestions

N/A

(857) 206-6645

Others

Any other issue not addressed by the services above

5 – Others

cs@movidesk.com

(857) 206-6645

 


What to do before calling or creating a ticket

We know that when we need help, we want it right away! But spending an extra minute gathering some information upfront may save you several minutes on the phone or even hours offline before you can get your answers.

Before you call, chat, or create a ticket, please try to gather some key information:

  • Take a screen shot if that would help you explain your question or problem.
  • Take note of error messages that pop up.
  • Check if a problem occurs again if you can.
  • Check if your Access profile gives you the permissions you need to do what you want.
  • Contact your system administrator, as they are the person who can best assess your issues while taking your business processes into consideration, and are responsible for changes in your system configurations. Your organization’s system configurations may be what’s causing the change in behavior, leading to the issue you’re facing.
  • If you are not familiar with a feature or the action you are taking, take a quick look at our knowledge base. A search using key words or looking at the User Guide—Movidesk Features index will take you to the right place. Scanning the article may not only provide you with answers but also give you some useful information and tips on how to get the best out of the feature you are using.

Head with gears

Tip Nervous? In a hurry? In big trouble? Please, forget documents and everything else and just give us a call at (857) 206-6670 !

 

 

Services

Movidesk is intuitive to use, well documented, and provides our customers with the tools they need. But there are still situations where you may want some additional help. Our Services team is always available to provide our customers with three types of services:

 

Onboarding

Our onboarding services are designed to pragmatically guide your through your implementation process, helping you configure the key resources you need to get Movidesk up and running.

The onboarding process encompasses 4 to 6 personalized, scheduled, brief web conferences (30-90 minutes each) with a Movidesk product consultant, for a flat fee.

 

Data migration

Movidesk’s APIs and friendly import spreadsheets usually do the trick, but if you feel that migrating your data from other systems such as Zendesk and Freshdesk may require some extra help, our Data Migration team will help you.

Please contact us or create a ticket telling us what you need. This service is also provided for a flat fee, which will be determined based on your previous system and specific needs.

 

Process improvement consulting

Our onboarding, customer support, and customer success teams will make sure you get up and running—and get the best out of Movidesk. However, if you are looking to improve your customer support processes even further—beyond just reviewing your tools—our senior process improvement consulting may be what you need.

Our process improvement consulting is targeted to more extensive reviews of the processes that impact—or prevent—customer support from providing a top-notch service to your customers. It addresses not only customer support processes, but all key business processes that affect the volume and quality of customer support, such as: product management and development, customizations, services, product documentation, training, release management, and more.

Our consultants will:

  • Provide your company with a comprehensive and thorough diagnostic of the involved processes.
  • Help your company create a pragmatic improvement plan.
  • Guide the involved team in reviewing process flows, organizational structures, policies, and metrics—in short, action-packed workshops.

Contact us if you feel that a process review is needed for your customer support organization, or for multiple processes within your company.

 

Suggestions

We appreciate suggestions coming from our customers and take them seriously. If you see something that could improve the Movidesk product or services, or have an idea to share with us, please take a few minutes and create a Suggestions ticket.

We will read your suggestions, notify you, and may ask you for some additional details as we consider how to adopt them, adapt them, or combine them with other ideas or initiatives.

Please be advised that we get hundreds of suggestions for product enhancement. Many of them are considered when designing different solutions, others are not in line with our product strategies or vision. While you should not expect a suggestion to promote a product enhancement exactly as suggested, please know that we will analyze your ideas, consider them, and be grateful for any help you provide to make Movidesk an even better product—and company!

 

Issue prioritization

We strive to answer your questions on your first contact, and we address your issues related to our other departments as soon as you contact us.

If you contact us with a system issue that you cannot handle and is disrupting your activities, we begin working on it immediately and don’t stop until it has been resolved.

Product issues of low or no impact in your everyday activities may take a little longer—these will be processed alongside other issues to both improve productivity and reduce the frequency of product updates.

We do our best to treat all our customers as we would like to be treated, no matter how big or small their organizations are.

 

SLAs

As we do our best to treat all our customers the way they deserve to be treated—and do not treat a customer better than others because of more expensive plans—we found no room left for SLAs in our business model. Nevertheless, if your organization requires a formal SLA at any point, please contact our Customer Success team and we will do our best to understand and address your need.

 

Business hours

Our support center is in Boston, MA, so our working hours are still 9 AM to 6 PM, Eastern Time.

We intend to soon extend these hours to better cover all continental US time zones and other geographies. We will publish the extended business hours as soon as we implement them.

 

Billing

If you have any questions regarding your billing or payment, or believe we billed you incorrectly, please contact us online, by phone, or email billing@movidesk.com. We will address your issue or provide you with a log of your organization’s system use for your information and analysis.

 

Adding or reducing agents / Temporary helpers

This is something you don’t have to worry about with Movidesk. You only pay for the agents you have active – and only for the days they are active!

You will have your task-force events, new hires, downsizing, and extra-help days automatically taken care of. Your monthly bill will reflect the agents that you had active and will prorate monthly fees for the days when agents or other helpers worked partially—applying the same monthly rate! All as transparent and fair as you will ever see!

 

Customer Success activities

No special plans required! Our customer success team will be working for you, even if you don’t see them. Still don’t know what they do? Here is a short list of what our CS team does to help you get the best out of Movidesk:

  • Provide guidance for Movidesk implementation – supporting materials and optional services.
  • Provide guidance for the expansion of Movidesk use at our customers – other departments, business partners, additional services, etc.
  • Provide ongoing information to customers – product news, process-related tips, policy updates, alerts, and preventive contacts.
  • Coordinate paid service requests – onboarding, data migration, and process improvement consulting.
  • Make proactive, periodic contacts to identify eventual issues customers may face and to get their feedback.
  • Orchestrate resolving any extraordinary, cross-functional issues a customer may face.
  • Reach out periodically for overall customer satisfaction surveys and company-wide feedback within Movidesk.
  • Oversee customer satisfaction – customer support and company-wide.
  • Act as a point of escalation for any atypical issue (ombudsman) – customer support, services, sales, marketing communications, and billing. 

 

Escalation

Our fault, your fault, or nobody’s fault! Unfortunately, sometimes things don’t go as we expect–and we feel left in the dark or unfairly treated. We hope you don’t ever need it, but if you feel the need to talk to someone else and escalate your issue for whatever reason, here is how we ask you to proceed:

Please send an email to cs@movidesk.com and let us know the best way to contact you—either by phone or email.

Our Customer Success team diligently monitors this email account, and we will get in contact with you promptly, no matter what the issue is.

 

How to write a customer support guide / Can I use this?

Every now and then we get this question. We are also asked if our customers can use all or part of this support guide.

We understand that each business has its own needs, but some are similar in many aspects. We see a user guide as a useful informational tool and, if you want to use something from this guide for your own organization, please feel free to use parts—or even most of this document—any time. We will be glad you did!

 

 

Related Topics: My bill. My charges. Billing statement. Billed incorrectly. Want to talk to the president. Who should I talk to.

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