We have 2 primary communication channels for support: email and Slack.
For clients 📩
In order to provide the best white-label experience, we create an email address under your domain at the beginning of our partnership. This is the main method of external communication with your clients.
We typically use a care@, support@, or websites@yourdomain.com.
This email will have a signature formatted to match your guidelines and we’ll use a whatever title you’d like your clients to associate with us, such as Website Support Team or something similar.
When the situation calls for it, we’ll communicate with your clients via this email address, and your clients will be able to contact us directly for support. You can also loop us in on requests that your clients have sent directly to you; just CC this address and we’ll take it from there!
We set up this email account to automatically CC you on the emails we send, so you’ll stay in the loop even when you aren’t directly involved with a situation.
For you 🤩
Our partners have easy access to us via our shared Slack channel!
If you have questions or support requests and you don’t need to include the client in the conversation, simply start a new thread with us in our primary Slack channel.
This is the channel that is named valerian-your-agency-name.
We create separate channels for individual projects, but we’re always available for everything else in the main channel!
When you start a new message in this channel, our Slack assistant will ask some preliminary questions to get your request in our queue, and then we’ll follow up from there!
You can be confident that a human from our team will still be triaging and communicating with you about details, but this workflow puts your requests directly into our project management software, making sure that nothing slips through the cracks.
If you are ever trying to make a request or ask a question and you’re having issues with the bot, just comment BADBOT and we’ll jump in to get our robot back on the right track.
Our hours
You can expect a response to requests within 2 business days unless otherwise informed. On average, we reply in under 7 hours. 😎
We have team members on both sides of the country, so we are available starting at 9 a.m. ET and ending at 5 p.m. PT.
We might have made that confusing… That’s:
- 9 a.m. – 8 p.m. ET
- 6 a.m. – 5 p.m. PT