Customer Success support during the onboarding period
When first coming onboard, if you've opted for setup support with a Customer Success Manager, you will get help from our team with:
Document importing and best practices for your documents
Account configuration, to ensure you are starting with a strong foundation
Training for your team, both over Zoom/Teams or in person (subject to conditions)
The onboarding period length depends on the size of your organisation as below:
1-5 employees: 6 weeks
5-99 employees: 2 months
100-999 employees: 4 months
1000+: 6 months
Once the onboarding period has ended, general queries about your account can be directed to your Account Manager - the fastest way to get support for configuration and technical questions will be through our Live Chat and our Help Library.
Live Chat
You can access our Live Chat 24/7, directly from your Dashpivot account - both on desktop and on the mobile app. Our Live Chat assistant, Alice, is Dashpivot's intelligent live chat assistant, designed to provide instant support.
Alice instantly searches through our knowledge base and FAQs to provide relevant answers or step-by-step instructions, including videos and tutorials.
If Alice can’t resolve your issue or if you need more detailed assistance, you’ll be connected to a member of our support team during business hours. Alice will simply collect some initial details to save you time and ensure our team is ready to assist.
Tips on how to best formulate your questions for accurate results:
Be specific - which product or functionality specifically are you asking about?
Use simple, short sentences and keywords
Ask one question at a time
If you need a process breakdown, specify this in your question
If Alice provides incomplete or unclear answers, try rephrasing or adding more context
Explain the result you’re trying to achieve
Live Chat tutorial:
Help Library
Our Help Library is a central place for you to find all the information you need to use Dashpivot and other Sitemate products effectively. We've compiled easy-to-follow articles, step-by-step instructions, and video tutorials to help you with everything from getting started to advanced features.
Our team regularly reviews the library to ensure the content reflects the latest Dashpivot features and improvements.
It is divided into different sections, based on our different products:
Dashpivot - Web
Dashpivot - App
Sitemate
Flowsite
Gearbelt
You can explore the library by selecting a relevant product and going through the list of associated articles or using the search function to find articles mentioning specific keywords.