Introducing your dotdigital Support Team

24 hours a day, five days a week, live from London, Manchester, New York, and Sydney, the dotdigital support team is on hand to help you get the most from your Engagement Cloud account.

“dotdigital support, Stephen speaking, how can I help?”

Open a Live Chat within Engagement Cloud and a friendly face will appear, eager to help. Call our support line and a knowledgeable support expert will be on the other line. Whether it’s an issue with your email formatting on your mobile device, a query regarding your campaign report, or help with syncing your marketing list from Dynamics CRM, we’re here.

The dotdigital support team offers support over several different channels. Our primary channels are Live Chat, phone, and email. You can also submit a request through our help center or even send us a tweet @dotdigitalhelp.

How we work

1st line support

We help with the core Engagement Cloud platform functionality. This can be problems with your email formatting, program automations, or advise for your Survey & Forms. As the functionality in the core platform is vast, no one query is the same.

2nd line support

We also help with core Engagement Cloud functionality, but this will be more complex issues like API or our CPaaS service. We handle escalations from our 1st line team as well as our VIP ‘Key Account’ clients.

3rd line support

We’re the integrations gurus, highly knowledgeable on Engagement Cloud connectors. This will include integrations with ecommerce platforms like Shopify and Magento, or CRMs like Microsoft Dynamics and Salesforce. We will help you get the most out of the connectors.

Feedback

After you’ve talked to us, we’ll ask you for feedback. This helps keep us on track, ensuring we’re delighting our customers and highlighting where we can improve. We accumulate all feedback received monthly to see how satisfied you are with our service.

We’re delighted that we’ve consistently hit our 95% customer satisfaction target for the last 20 months with an average of 1380 feedback responses each month.

Get to know the team

Our teams are based in the US, UK and Australia so below are a few short intros from some of the Product Support Analysts you’ll be chatting to.

Adam (Support AUS)

Adam Bogos (Sydney, Australia)

What I love about my technical support role is that I feel I am able to make a positive and meaningful impact on a customer’s journey. It is a very rewarding feeling when you know you were able to help a client to solve their problem and to put them back on the right track. I’m very proud to be a part of such an amazingly diverse, talented and customer-focused team that shares a common goal to assist clients with their queries as efficiently and to the highest standards as possible.

“Patient and educational. Very happy to know I have support whilst I am trying to figure out how everything works.”

Fantastic feedback for Adam
Anna (Support UK)

Anna Charmantzi (London, UK)

It is nice to help customers overcome the technical difficulties of the platform and share tips and tricks that make their day-to-day job smoother. It makes you feel part of the client’s success story.

“Great support from Anna, she was knowledgeable and polite. She also reached out to me much later after our initial chat had been resolved to give me a useful personal update on the feature I had messaged about”

Above and beyond from Anna
Tanner (Support USA)

Tanner Perez (New York, USA)

I’m just happy to help others better understand our software. Solving problems helps keep me sharp and think critically too.

“Tried different methods to help, continuing the find an answer for the issue. Tanner was extremely helpful and took the time to try to help resolve my issue. Great service.”

Super support from Tanner