We’re passionate about your success and dedicated to supporting you on your course creation journey.
We’ve created many different ways you can get help if and when you need it.
To make sure you get the right help at the right time, we’ve outlined how our support services work below.
Our goal? To keep things smooth, clear, and super helpful—without the confusion.
Here’s the TL/DR for what to do when you have a question or problem you’d like to solve:
Start by using the Chat Bot inside the Xperiencify. We’ve found this answers 90-95% of all questions (Seriously!) 🧪
Then search our Knowledge Base for detailed information and instructions 🌐
Next, get live, real time answers by joining our Open Office Hours (offered 4X per week) 📅
Still can’t find an answer? Send an email to the humans on our Help Desk ✉️
If you STILL need help - don’t worry, we’ve got you covered! You can:
Get creative help or feedback by asking our wildly passionate creators in our Facebook Group 💙(note: this group is NOT for technical help)
Have us do the work for you! Schedule a paid Done For You session with our expert team and have your course(s) or Go Plus up and running quickly 🎁
🧪 1. Chat Bot (found inside the Xperiencify platform)
Our knowledgeable Chat Bot is amazingly helpful and is able to give you instant, straightforward answers for almost any issue you’re having with the XP platform.
Just look for the green widget after you log into your account at https://app.xperiencify.io
Our analytics show us that this bot answers 90-95% of the questions that come from our community successfully - yes, seriously!
Please note: while using the bot you’ll notice that after delivering an answer, the bot will ask you if you’ve received the information you need. You then have the option to choose “that helped” or “Get more help”.
If you choose the “Get more help” option the bot will ask if there is any additional info you want to include, and then it sends the message to our support team. However, when you send a message to the team it will take time for one of our amazing humans to respond (because it’s basically like using option #4 below).
🌐 2. Self-Service Knowledge Base
Almost always, our chat bot will reference articles in our knowledge base. But you can also go there directly to get the step-by-step answers you need.
Our Knowledge Base is packed with guides, how-tos, and FAQs designed to help you find solutions, get unstuck and build creative solutions that will wow your learners.
📅 3. Live Open Office Hours
Join our Open Office Hours on Zoom that our staff host 4 times a week. They're casual, helpful, and packed with insights.
These 1-hour, live sessions that are hosted by XP staff are your chance to ask any question you’d like about the Xperiencify (or Go Plus) platform and get your answer in real time, often with a click-by-click explanation.
Even better, we publish every session on our Open Office Hours page so you can review all of the answers at your convenience!
🚀 4. The Help Desk
If you still cannot find an answer to your question using all of the support options above, we also have real live humans at our support desk. They are available via email to provide clear, concise answers to most questions.
Specifically, the Help Desk is able to:
Clarify specific features or functions in Xperiencify
Provide quick, direct answers to discrete, platform-related questions (many times by pointing you to the associated Knowledge Base article)
Confirm the rare instance there is a glitch on the platform that prevents some functionality from working properly (and get it to our development team to have it fixed)
What The Help Desk Does NOT Cover: 🚫
Complex troubleshooting around automations, tags, triggers, integrations, custom fields, etc. that you’ve created in your course(s)
Technical set up for integrations and other platforms (e.g. custom domains & emails, zapier, API calls or webhooks)
Personalized strategy or course coaching (e.g., "Can you help me design my course?" or "Can you help optimize my order page?")
Advice on growing your business, marketing tactics, or using other platforms in conjunction with Xperiencify or Go Plus
💪 Need More In-Depth Help? We’ve Got You Covered!
If you need personalized support beyond what our Help Desk provides, we have two options that are sure to get you sorted:
💙 1. The Xperiencify Facebook Group
Note: The facebook group is NOT the place for technical support questions
If you’d like to share ideas, ask questions, get feedback on your courses and connect with fellow creators… please join our Facebook Group.
This passionate community will offer you peer-to-peer support, tips, and community vibes.
Share your course - from an initial idea to fully baked - and get feedback
Explain how you’re growing your business (or ask questions about how to do this)
Give a pro tip about an integration you’ve used
… and much more.
But, once again, please DO NOT use the facebook group for technical support.
💼 2. Done For You Services
If you’d like to get your course built faster or Go Plus set up without the stress, let our expert Done For You team help!
All you need to do is provide us with a bit of information like your course outline, video content and desired actions/celebrations and we’ll do the rest!
We also have Flexible Packages that are perfect for things like:
Custom automation setups
Strategic course design advice
Detailed troubleshooting for advanced configurations
🙋 We WANT you to succeed!
We’re here to help you succeed — please use the resources above to realize your course creator dreams today!
Thanks for being part of the Xperiencify family!
The Xperiencify Team 🌟