In our Partner Portal, we ask for your clients’ contact information. We know it can be a little worrisome to give direct contact information out, so we want to put your mind at ease. 😌 We only utilize this contact information in critically functional ways, and never without you knowing!
Remember: our shared email address is set up to automatically CC you on all emails! That means you’re always in the loop and you can always take a look at the ways we might be contacting your clients.
Here are the reasons we might utilize the contact information you share with us:
Care plan reports
Some of our care plans come with a monthly client report so that your clients are able to see the data points we have about how their website is functioning. For us to set up these reports during care plan onboarding, we have to know where to send them and who they’re being sent to!
Support requests
One of the ways we support our white-label clients is being able to jump in with as many support tickets as we can. When one of your clients emails our shared support address, it helps our team move faster when we’re able to easily reference a client’s information, and it also cuts down on how many questions we have to ask the client before getting started on their request.
And being able to look this up ourselves means we don’t have to bug you for information as often! 😉
Emergency response
In the event that a website is down, experiencing disruption, the domain has expired, or there are other issues, we need to know who to contact. These scenarios have a tendency to happen after hours 🥴 so having contact information often means we don’t have to ping you to reach them.
Bulk updates
Never fear! We don’t send bulk communications of any sort without checking with you first. Even if a situation arises, we’ll be sure to run it by you before we send a bulk update.
In rare cases, a plugin will go rogue or there is an issue that impacts a significant portion of your clients. Having them in our database allows us to send these bulk notification updates in record time.
Important notes
Be sure to input accurate, up-to-date, and complete contact information for all contacts during care plan onboarding.
If a client emails you to update contact information for their organization, either:
- Update their information in the Partner Portal directly or
- CC us on your reply and we can update the Partner Portal for you!
We won’t let an update slip through the cracks! If a client emails our shared support address to update contact info, we’ll CC you and bring it to your attention so you can update all your systems as well. 🫡