Welcome to enerflo! We are so excited to have you here! First things first. Here are some basics around how and where to contact us as well as what to contact us for.
Q: What are the Customer Success Hours of Operation?
A: Monday through Saturday from 8:00 am - 5:00 pm Pacific
Closed Sundays
We will be closed for the following national holidays:
New Year's Day - January 1st
Independence Day - July 4th
Thanksgiving - 4th Thursday in November
Christmas Day - December 25th
You can submit your question at any time 24/7. If it is after our business hours, we will respond the next day.
Q: What are the hours for Austin’s Design Team?
A: The Design Team is available during the following hours:
Weekdays 7:00 am to 11:00 pm Pacific
Weekends 5:00 am to 9:00 pm Pacific
You can submit your question at any time 24/7. If it is after our business hours, we will respond the next day.
Q: How do I contact Customer Success?
A: Customer Success is available to respond to your questions via our Chat option available from your enerflo profile dropdown menu “Talk to Enerflo” or you can email our team using support@enerflo.io and we will get back to you as soon as possible. If you are up in the night and have a burning question, send us a message or an email and our team will get back to you the next business day.
Q: What is enerflo Support
A: Enerflo Customer Support is focused on assisting our Client Partners with questions related specifically to how to use enerflo software to create a lead and a deal, sign contracts, track your deals, communicate with customers, and track the progress of the installation.
Q: What is Sales Support
A: Sales Support is provided by the installer or sales dealer team. It is support in helping you close your sale. 90% of all questions are sales support questions...so if in doubt, start there.
Q: What do I contact Customer Success for?
A: Customer Success is focused on supporting our Client Partners with all questions related specifically to how to use enerflo software to create a deal, track your deals, sign contracts, communicate with customers, and track the progress of the installation. If you have questions specific to your sales organization's sales process, please contact your company’s internal support team for that. If you have any questions about how to do something in enerflo or experience problems with being able to do something in enerflo, please chat or email us!
Q: How long before I receive a reply to my question?
A: When any client request is received, via enerflo chat or our support@enerflo.io email, we may ask additional clarifying questions to better understand what you need. From there, we will create and assign your ticket to the right team member and provide you with an estimated time for resolution. We have created three different levels of urgency with associated estimates for a resolution.
Critical issues, i.e. things that are stopping you from generating revenue, submitted during normal business hours will be addressed ASAP. These can be reported by ANY user on the enerflo platform. The best contact option for these issues is our enerflo chat.
Less critical, but still frustrating issues, will be addressed within 1-2 business days and may require more investigation to ensure we make real improvements and not quick fixes. enerflo chat or support@enerflo.io are both options for this level of issue.
New feature requests, included as part of your monthly subscription, will be addressed within 3-10 business days, depending on the scope of work involved. All new feature requests will need to be approved and submitted by your company’s internal enerflo Champion/Manager prior to work commencing. Please email these requests to support@enerflo.io and it will be routed to the development team. If what you are requesting requires more custom development than is included in your subscription, we will discuss costs and timelines with you prior to beginning a project.