Platforms admins and project managers can contact our Support team for help, to report bugs and issues and for certain tasks on the platform. To turn your question into a support ticket you are prompted to contact the Support Team through (in order of importance):
Chat bubble - built-in admin panel - clients are advised to contact us primarily via the chat bubble on the platform.
E-mail - support@govocal.com- E-mails sent to this e-mail address get into the same ticket flow as the chat bubble chats
Optimize your Chatbot & Support experience
In order to efficiently handle questions/issues it is important to understand how the chatbot works and how to communicate effectively so that support can solve or answer your problems as quickly as possible.
The chatbot can be activated both from the backoffice on the platform, as through emailing support@govocal.com, after which it will always forward you to our support team in case the issue would be persistent.
Chatbot efficiency
Our chatbot has exceptional abilities in terms of solving reoccurring problems, so make sure to use it as it will be the fastest response time we can give you. In order to improve our chatbot's capability to get to your problem, pay attention to the following when describing your issue/question:
Be specific - Provide clear details about what you're asking to avoid vague or generic responses
Use Keywords - Make sure to mention specifically with what features you are experiencing problems, rather than long explanations
Stick to One Question - Asking multiple questions at once is confusing for everyone involved, so try to tackle one problem at a time
Clarify your goal - If you're troubleshooting, mention what you're trying to achieve
Support Communication
If the chatbot is unable to resolve the issue a member of our support team will follow-up on the issue. In order to efficiently and effectively communicate with the Support Team:
Issue/Question summary - A brief description of the problem and your goal
Steps Taken - Mention steps you have already taken that weren't working
Error Message - If any error messages, let us know through copy-pasting or by sending screenshots
Expected vs. Actual outcome - This way our support team can get to understand the context of the problem
Technical Questions Handled by Support
For any platform-related inquiries, whether it's how-to-use, issue troubleshooting or giving feedback, our Support Team is here to assist you as quickly as possible.
What type of inquiries you might have for Support?
You might have a technical question for the Support Team that can not easily be answered or it's a problem that needs some time to investigate or solve. Here's what you can contact us for and how we treat them:
Reporting a Bug
When you report a bug - something doesn't function properly - the Support Team will escalate the issue immediately to our development team and make sure to update you about the progress of the solution.
Raising an Issue
Sometimes things don't block you, but don't fully work as expected, so they can be improved. Those issues are logged by the Support team taken up by the product team. We don't give you a due date when this will be taken up but we'll inform you when it has been taken up.
Asking a Request
When your question is not a question, but a request for something that is not yet built-in the platform you can let the Support Team know and they will record it for future developments.
Asking to perform a Support Task
Some things you want to do on the platform are not (yet) possible to do yourself as an admin because it still requires development skills. For these tasks you can count on our Support and Development team.
Here's the list of Support Tasks asks the Support Team can perform for you + the time we need to take up the task*.
Title of Support Task | Time to take up | More info | Client type |
Setting up a new domain/sub-domain for you URL | Max 10 Business days | Detailed support article |
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Renewing a https certificate | Max 7 Business days | Some internet providers ask to do that yearly |
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Setting up social logins for Facebook and Google | Max 2 Business days | to allow users to sign in and register through their facebook and google accounts. |
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Managing and providing access to External survey providers. | Max 1 Business days |
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Deleting a group of users | Max 2 Business days | Send an overview of the users that need to be deleted.
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Deleting a language | Max 2 Business days | If you have multiple languages, you can only delete a language if all content is deleted in that particular language. We can help you out! |
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Adding Google Tag Manager Tracking ID’s | Max 2 Business days |
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Changing the search engine indexing | Max 5 Business days | Stop Google indexing the page |
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Adding a tool to Google Tag Manager | Max 5 Business days | If you want to use other tools to track traffic then Google Analytics. |
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Bulk importing official feedback | Max 5 Business days |
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Bulk importing options for registration field "place of residence" | Max 5 Business days | If you want a dropdown menu with | Premium Only |
Configuring a custom font | Max 5 Business days | Premium Only | |
Configuring an SSO authentication/ID verification method | Max 7 Business days | Premium Only | |
Customizing a cookie policy | Max 7 Business days | To replace the default cookie-policy page content with custom content. |
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Adding social feeds on a homepage | Max 7 Business days | If you want to show the feeds of your social media on the bottom of your homepage. | Premium Only |
Enabling auto translations with Weglot | Max 2 Business days | Enable weglot |
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Configuring a custom email address | Max 5 Business days | We need contact details of the technical team on the client side, since they need to add DNS records | Premium Only |
Providing direct access to Matomo | Max 2 Business days | We are using Matomo to track the user interactions on the platform. You can demand direct access to your Matomo site. |
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Set up Hoplr integration | Max 7 Business days | GoVocal has an integration with Hoplr, a neighborhood social network - People can log in to GoVocal using their hoplr account |
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*The time to take up a task will start when we have all the information and data we need and formatted in the right way. If, for instance, the template to import a bulk of offline ideas is not filled in correctly, we need to send it back. When the template is correct and we can proceed, the 'time to take up' will start.