Note: Due to the circumstances around COVID-19, we are seeing a significant increase in the number of help requests to our Customer Success group. These unprecedented times are also affecting our ability to offer as many calls as we would like.
While we are looking at offering more options to support our customers in the future, we do currently offer several ways for you to connect with a live SimplePractice Customer Success team member. Currently, in addition to email support we offer:
- Recurring online classes every day throughout the week
- Multiple scheduled Question & Answer sessions each week with a live support team member
- One-on-one video calls that you schedule during a time convenient for you
- Phone support by reservation
- Live Chat
When we get emails that could be more quickly solved "in person", we do offer live video calls regularly. We really like this solution because video calls allow you and us to see what's in the account at the same time, live chat through the issue, and often we can work through things on average in about 15-30 minutes depending on the complexity of the issue. This takes a lot of guessing and potential miscommunication out of the equation when working to dig into an issue. You can always work with a specialist to determine if a screen share is a good step towards dealing with an issue.