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Contact our Product Support team
Contact our Product Support team

How to contact the Product Support team at Culture Amp

Jared Ellis avatar
Written by Jared Ellis
Updated over a week ago

The Product Support team at Culture Amp is globally distributed to provide you with any help you require when using the Culture Amp platform around the clock.

We are your best point of contact for:

  • Questions on how the Culture Amp platform works

  • Guidance on how to get started with Culture Amp

  • Reporting any problems you might be running into

  • Logging any feedback or ideas you have for the platform

  • Directing you to the right person for anything to do with your account with Culture Amp (Eg. Customer Success, Account Management, Security, or Billing)

The team are available to help you 24 hours a day, Monday through Friday, including most regional holidays. There are some times when specific contact channels may not be available, so please refer to our Business Hours and Holidays for more information.

How to contact Product Support

Email

All Culture Amp users can reach us 24 hours a day, 365 days a year by email.

You can send us an email to: support@cultureamp.com

Live Chat

Account Administrators, Performance Administrators, and Survey Administrators can speak live with a Product Support Specialist directly in the Culture Amp Platform, 24 hours a day, Monday through Friday using Live Chat.

What about urgent issues? Do you have a phone number?

Email and Live Chat are our key channels for Support, and we do not have an inbound phone number. But do not worry; we are still available to help you with any urgent issues you might be facing and will make sure we get back to you as quickly as possible.

If something is time sensitive, please feel free to reach out (or ask an Administrator of your Culture Amp account to reach out) via Live Chat in the first instance. This is our fastest channel, and there is an opportunity to let us know your request is urgent when you start the conversation.

We find that most issues can be resolved well using Email and Live Chat, but in other cases where this won't be enough, we will arrange a time to host a video call with you.

See below for tips that you can follow to ensure we can help you as quickly as possible when things are a little more urgent.

Tips when reaching out to Product Support

  • Make sure to include any of the key details we might need straight up. For example, the name of the survey or cycle, email or name details of any impacted users, any examples o what you are seeing, URL of the page you are on etc.

  • Any screenshots or a video of what you are experiencing. This is very helpful to understand the problem quickly and get to next steps without getting back to you for clarification first.

  • Feel free to let us know if something is urgent or any other helpful context in your reach out. This allows us to prioritise based on your circumstances.

๐Ÿ“น Short on time? Share a video

It can sometimes be faster and more efficient to record a quick video with your question or issue and send that to us.

Tools like Loom, Vidyard or even your computer's built-in screen recorder are a great tool for this purpose.

Don't forget to give us a short summary of what the video relates to and how urgent your request is in the text still so we can get it into the right hands.



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