How quickly and how well we can help you depends largely on how you ask your question. Structured, short and concise questions with exactly the right context are the ones we can pick up fastest. Questions without context, or with far too much of it, cost us more time. This document explains how our support works and how to get the most out of it.
We work with email support #
Our support runs entirely by email, through our [email protected] address, and logged-in users can look up their support questions (and create new support tickets) at https://mijn.autorespond.nl/support-portal/#/. Email support is a deliberate choice: we can pick up each question at the right moment, look up the details calmly and put the question to the right person in the team. That gives you a considered and complete answer, with screenshots where useful, that you can read back later, rather than a half answer from memory over the phone.
Still not working after our answer? Simply reply to that same email and we will pick it up again.
Have a look yourself first #
The answer is often already waiting, because your question has probably been asked before. So first look in the knowledge base at mijn.autorespond.nl/docs and in the onboarding course; most things are explained there, with screenshots and videos. If you work it out yourself, you are usually done within a few minutes, which is faster than waiting for a reply.
One question per email #
Preferably send one question per email. That way we can put each question to the right person and pick it up quickly, without swamping the team. Cramming several questions into one email, or sending many separate emails on one day, actually leads to a much longer response time, because the whole thing then waits until we can handle it all at once.
Give every email a clear, unique subject line. If you do send several questions, numbering them helps you keep track, but one question per email remains our preference.
Give us enough context #
The biggest difference between a fast and a slow answer is context. The more specific your question, the sooner we can look into it. So please include:
- Which administration it concerns, certainly if your domain is not part of your email address.
- The link to the page where it goes wrong.
- What you expected and what happened (“I expected X, but I saw Y”).
- What you have already tried.
- A screenshot of the error message, if you get one.
- The email address of the contact, if your question is about a specific contact.
- One concrete example, even if you see the problem with several contacts, so we can look at that specifically instead of in general terms.
No AI analyses in your support email #
Using AI to understand something in general is fine. But do not paste long, AI-generated problem analyses into your support email. AI does not know our specific setup and the suggestions are often wrong for our platform. A long email full of incorrect AI advice distracts us from the real cause and delays the answer. A short, concrete description of what you see helps us most.
Urgency: only when it really is urgent #
A genuine emergency means your business has come to a standstill: your website is offline, no mail can be sent, or no orders can be placed. Say so clearly and we will give it priority. In all other cases it is a normal support question, which we already pick up as quickly as we can.
Using urgency words or CAPITALS in your subject line when there is no real emergency has the opposite effect (the ‘cry wolf’ principle): it makes it harder for us to see who really does need help immediately. So keep “urgent” for genuine emergencies, and it stays meaningful for everyone.
We are happy to help #
Stuck for a moment? That is what we are here for. We are happy to help you further and we love seeing you grow with the platform. With a clear question you are usually on your way again quickly, and we are glad to think along with you.
