During your lifecycle as a customer of Applause you will talk with many of our team members.
First you work with one of our Account Executives while you work on your signed agreement before you become a customer of Applause
During your onboarding you will work with an Implementation Manager until you "Go Live" with your account
When you become a customer you will have a dedicated Customer Success Manager for your account
As a customer you also have access to our Support team through in-app chats, and other contact methods
Account Executives - They can help you with any "upgrades" or any added features that require a cost increase to your current subscription. They help determine pricing for your agreement. You can reach out to them via email or by phone, if they have provided that.
Implementation Manager - They help set-up your account for success during your onboarding, and provide training meets. You can reach out to them via email up until the point your account is live.
Accounting - Accounting can help update your payment methods, changes in billing contacts for invoices, or specialized questions around numbers/payments for any of your invoices. Also loop in your Customer Success Managers when possible if you reach out to Accounting. The accounting team's dedicated email is - accounting@applausehq.com
Customer Success Manager - This is your dedicated point of contact for your account. Your "CSM" will work be the person to reach out to for many items regarding your account. Think about your CSM as your primary care doctor and their role being that you, the customer, get the most out of the Applause platform, they are will talk with you about strategy, best practices, subscription management and return on investment. They, as well as account executives, will help with pricing and any "upgrades" or added features to your current subscription. Common questions/items that your Customer Success Manager can help with:
What should I have my public review or leads frequency be set at?
What should I have my tip amounts set to?
What reports should I look at to determine certain metrics or trends that I want to follow?
Questions on pausing or canceling your account
Questions on your renewal or anything in regards to your active subscription
if you don't know who your Customer Success Manager, reach out to support and we can help!
Support - Our support team is most equipped to provide timely responses and resolutions to any issues, if you're not sure who to reach out to, send support a message. Think of support as an emergency doctor. Support will field a variety of different issues and escalate those as needed. Support will help walk you through any questions with logging-in, quick questions on where to find certain features in the product, address any issues with your integration or employee set-ups, and several more. If you have a quick question and only need a quick answer, shoot us a message. If something is not working right, shoot us a message.
When coming through support, most of the time you will receive an automated message to provide you answers or help. Be as detailed as possible with these messages, and the better automated answer you will receive. If you require more help, you need to indicate you need more help from human support in your message. That way you will be directed to our support team who will respond as quickly as they can.
Ways to reach support:
In the admin portal - navigate to the support page and send us a message in the Green chat pop-up in the bottom right hand side of your screen
In the mobile app - click the "you" button in the bottom right hand side of the app, and click the support link and send us a message
Email support@applausehq.com
Text us at (855) 648-4644