Support

Paminga's support is legendary, and for good reason.

Paminga's support culture is unmatched. The tone is set by our founder & CEO, who worked in several customer-facing support roles early in his career. Those experiences instilled in him a sense of service that is the foundation of our commitment to you.

We know that excellent support can be a major differentiator in the success of your marketing operations.

Paminga will provide you with the best support you've ever experienced throughout your professional career.

Unlimited Live Support From Your Dedicated Rep

If your organization has subscribed to our Pro or Enterprise plans, you Paminga subscription includes unlimited, live support.

The value of this level of service cannot be overstated.

Quick access to platform expertise gives your team confidence and encourages agility in your marketing operations.

Dedicated Customer Success Representative

With Paminga's Pro and Enterprise plans, a dedicated Customer Success representative will be assigned to your account.

Your dedicated rep will be an expert in the Paminga platform – we do not assign junior reps to dedicated accounts.

This person will get to know you, your team, your business, and your marketing operations. Relationships will be built, and efficiencies gained.

Creating a Support Ticket

One of the fastest ways to communicate with the Customer Success Team is by emailing support@paminga.com. Your email automatically creates a ticket that is then assigned to your Account Manager (AM).

For the fastest response and resolution time, here is the information you should include with any ticket:

• A summary of the issue
• Links to anything in the platform that relates to your issue/question
  • Email Name
  • List Name
  • Contact
  • Campaign
  • etc
• If your issues involve a non-Paminga landing page, be sure to include the URL
• For CRM issues or questions, take a screenshot of the browser and include the URL
• If including a screenshot, please include the entire Paminga window. It speeds our efforts when we can see the exact URL of the screen with which you require support
• In short, the more information you can provide, the faster we may be able to solve your ticket

Paminga's Support Process

Once a ticket is received, your Customer Success Rep will do the following:

1. When possible, answer the question
2. Investigate the issue
3. Escalate/Involve other teams
4. Document

Expect a Quick Response!

Did you know: our average support response time is 1 hour and our average resolution time is less than 1 day!

Answer the Question

Some tickets will simply require a response – for example: “What is the difference between my Mailable and Non-mailable Contacts?” or “Can you send me information on the Zapier integration?“

In this case, your Customer Success team member, will type up a response and send it over along with any supporting documentation or resources.

Investigate the Issue

Some tickets require a bit of research on our part. If that is the case your AM will:

• Investigate in the platform
• Research any third-party platforms or sites involved in your ticket
• Discuss the issue with other team members of the Customer Success Team.
• Google – We believe in leveraging all our resources and sometimes the Customer Success Team will leverage the vast array of knowledge on the internet to help solve an issue.

Great examples of these types of tickets are:

• Custom CSS for forms, emails, or landing pages
• Campaign sending issues
• Email deliverability

Escalate

At Paminga we believe in solving problems together. This includes our customer tickets. Sometimes we will have to pull in another team for assistance.

When this happens:

• All research or information gathered by the Customer Success team is documented in your ticket
• The ticket is sent to the Product team to further investigate.
• These teams have a “Ticket cop” – a designated person to assist Customer Success with tickets. The Ticket Cop further troubleshoots the issue.
• Then a response, summary of a solution, or further questions is sent back to Customer Success.
• Your AM then communicates back to you.

Sometimes the Product Team can quickly resolve your issue. For example – the Email Builder is not saving emails correctly (the spinning wheel). This is a bug that the Development team can generally address in an hour or two.

Other times, there is more investigation, digging into our database, or research that needs to be done. If the issue is going to go past a day to resolve, your AM will communicate to you that we are still looking into the ticket.

Document

Have a feature request for the platform? Use the support email to send it over to Customer Success. We want to hear how your user experience is going. When the Customer Success team receives a feature request it is documented & reviewed:

• The Customer Success team member who receives the request logs the new feature in a Customer Issues board.
• This board is reviewed weekly by the Director of Customer Success & the Director of Product. Issues are discussed and vetted for inclusion in the platform.
• The Director of Product then meets with our Product Owner to further discuss which issues can be included in upcoming developments.
• If the issues are accepted, the Product Team works on the new feature.
• The feature is released on the platform!

You may be wondering what gets an issue accepted. There are a few criteria to consider for customer requests:

• Have multiple customers made the same request? or Does this feature assist many of our customers?
• Does the feature fit in with the overall goals and trajectory of the platform?
• What else is the Product Team currently working on, or What other projects are currently in development?
• Do we have the resources needed to complete this feature/project?