Welcome to ChannelGrabber's Support Guide. We have three main areas of support that we offer:
Training Webinars / Demos
Please follow this guide to contact to right department in the right way.
We have an extensive online User Guides library, available 24/7 to ALL users with step-by-step guides on all the major features and processes in our system, so please always check the User Guides for an answer to your query in the first instance, as most answers can be found here.
Training Webinars / Demos
During your first few weeks after signing up, we consider you to be in your "implementation" or "on-boarding" phase, which means there is an extra level of support available to all customers in this stage.
We will pro-actively reach out to you via email and in-app messages during your first month or two with us, so you can reply to any of those messages or open a new chat to get in touch with your assigned On-Boarding & Training Specialist at any time during your first couple of months. We will be able to help you with any setup-related questions you may have, and if you require an even higher level of help, you can book an online training consultation with us too:
Please note: If you are an existing ChannelGrabber customer, who is not currently in the initial On-Boarding phase, there may be an additional charge for extra training. Please contact firstname.lastname@example.org if you wish to discuss booking some additional/specialist training for yourself and/or your staff.
Whether you are a new or existing customer, if you experience a technical problem, or the system doesn't seem to be working as expected, you should report this to our Technical Support Team.
The preferred way to do this is via the Intercom chat system which will display on the lower right corner of any page within ChannelGrabber. Simply click it to view past conversations or start a new chat with our Support Team:
Alternatively you can email email@example.com
If you need to report an urgent issue, then please start the conversation with "I have an urgent issue" to help maintain visibility for our staff.
Our telephone support lines are currently only available for outbound calls on request. Following trial periods of re-opening the phone support lines, we found that the majority of our Support Team's time was spent answering calls for lower priority issues, rather than assisting customers and resolving issues directly.
We have found that the utilisation of the chat system has many distinct benefits:
We have a clear record /log of any issues or queries that are raised with the Support Team.
There is less risk of ambiguity regarding what has been said and at what time.
Both parties can provide supplemental information: screenshots, guides, GIFs, videos, etc. to help clarify and resolve any issues.
Our small team of staff can assist with more customers at once, without being held on a single call for an excessive amount of time: meaning issues are resolved much more quickly and effectively.
This means that the chat system is a much more effective and efficient method of communication all round, meaning that we are able to much more with fewer resources, and keep our costs down.
If you ever feel that you do require a phone call to assist you with a particular issue or query, you can request one from the team via the chat system as normal. Please note however, that the scheduling of such a call will depend on how busy the team is currently with incoming requests.
What happens next?
Calling, chatting or emailing will allow you to speak with a member of our first-line support team. Your issue will then be investigated, and if needed a ticket will then be created for you with our technical support team so that the issue can be escalated and worked on, and if needed, this can even be escalated further, to our developers. You will receive further updates from the first-line support agents once your ticket has been reviewed and/or resolved.
Here is a simple diagram of our full support process:
How To Help Us to Achieve a Quicker Resolution
If your issue is relating to an order, please include the Order ID in your support query.
If your issue is relating to stock control, please include the SKU(s) for an example for us to look at.
This will enable us to start investigating your issue straight away and get back to you with a resolution quicker - The more information you can give us, the less we need to come back and ask for! :)
Out of Hours: How to Receive Emergency Support
Our office hours are 09:00 - 17:00 (UK Time) Monday - Friday
If you have an urgent issue outside of office hours, then to reach our emergency support you need to send us a message with the following structure;
If your issue is a genuine emergency, such as:
You can't access ChannelGrabber - like, at all
ChannelGrabber is completely unresponsive
ChannelGrabber is so slow, it may as well be unresponsive!
Send us the following message through the Intercom chat system:
"I have an emergency issue"
If you're unable to access live chat, email the same message to firstname.lastname@example.org
This will activate our dormant robot slaves who will alert the nearest staff member to stop what they're doing and check this out for you. We may need some time to get our machines up and running to assist you but rest assured, if you send us the above message, you have been heard and will be responded to as soon as possible!
If you have an emergency issue that does not fit the criteria above, send us a message anyway. We'll look into it as soon as we can, but do please bear in mind that an emergency issue means someone is literally cancelling their dinner plans or jumping out of bed to investigate.
We thank you in advance for being considerate when deciding if an issue is an emergency or not :)
Thank you for following our support processes and helping us to help you!