We know that when you need support, you need it fast, clear, and hassle-free. Whether you’re troubleshooting a technical issue, reporting a bug, requesting a feature, or simply looking for guidance on product usage, getting help should be seamless. We’ve listened to your feedback and redesigned our support system to serve you better.

Starting today March 5, 2025, we’re launching the e-satisfaction Support Portal—a faster, more structured, and more efficient way to help you succeed in adopting our platform and fulfilling your Voice of the Customer needs.

While emails and direct outreach worked in the past, they sometimes led to inconsistent responses, and difficulty tracking issues. That’s why we’re introducing a dedicated Support Portal, your go-to hub for everything from troubleshooting technical issues and reporting bugs to submitting feature requests and getting help with account configurations.

Alongside the portal, we’re introducing a Service Level Agreement (SLA) to guide its operation, defined response and resolution times so you always know what to expect. With these updates, support will be a quicker, more transparent and and a more reliable way to handle your requests.

A Better Support Experience for Everyone

The Support Portal will become the official way to get assistance from our teams, replacing direct emails and ensuring a faster, more structured support experience. Here’s what you can expect:

A single, centralized support hub – No more guessing who to contact; all requests will go through the Support Portal, email, or live chat, ensuring every issue is handled efficiently.

Faster responses with clear timelines – Every request will follow a structured process with defined SLAs, so you’ll always know when to expect a response and how long resolution may take.

Goodbye to direct emails for support – Reaching out to individual team members for assistance will be phased out, ensuring all requests are tracked, prioritized, and resolved through the correct channels.

With this new system, your support experience will now follow a structured process with clear categories, tracked status updates, and defined response times. You’ll get the help you need—when you need it.

A new way to get support – How does it work?

As part of new portal experience, whether it’s a product question, technical issue, bug report, or feature request, all support inquiries must be submitted through the official support channels:

Raise/ Submit a Ticket (Primary Method) at Support Portal The best way to get assistance. Submit a request through the portal for structured tracking, clear categorization, and faster resolution.
Send an email at support@e-satisfaction.com (Alternative Method) – Messages sent to our support team inbox will automatically convert into a support ticket.
Start Live Chat – Available during business hours for quick guidance and immediate assistance.

Reminder: emailing individual team members directly —such as Account Managers (AMs) or Customer Success Managers (CSMs), about a support-related issue, will no longer be the way to request support. Instead, in the spirit of our customer-centricity they will help log your request on your behalf—but they will do so through the Support Portal or official email channels to ensure faster and more efficient handling.

From there, a specific process, as per our SLA will be followed. Feel free to read and study it but here are some quick tips on how to open a support ticket and how our support team will handle it.

How to Make the Most of It:

✅ Bookmark the Support Portal – This will be your go-to hub for all support needs.

✅ Understand SLA Response Times – Read the Service Level Agreement (SLA) to know when to expect responses based on issue severity.

✅ Be clear & detailed in requests – The more context you provide, the faster we can resolve your issue.

Our team is here to help you

ASK SUPPORT

How to Open a Support Ticket

Step 1: Submit Your Request

Option A – Suggested Option: You can submit your support tickets directly through our support portal

You have the option to either sign up or log in to track the status of your tickets, or you can submit a ticket without creating an account if you prefer.

Choose the request type that best describes your issue:
- General Tickets:
  - Ask a Question – General inquiries about features, usage, or best practices.
  - Report an Incident – Technical issues, system errors, or service disruptions.
  - Submit a Feature Request – Suggestions for platform improvements.
  - Report a Bug – System malfunctions or unexpected behavior
- Professional Services Requests:
  - Data Services requests – Need help with dashboards, reports or data extraction.
  - Managed Services requests – Account-related support or follow up on discussion with our Customer Success Team or Account Managers.

Option B: Send an email to support@e-satisfaction.com.

You can create support tickets by emailing our support team at support@e-satisfaction.com.
However, we recommend using Option A, as tickets submitted through the platform are automatically prioritized in our support queue.

Step 2: Provide Request Details

Whether submitting via the Support Portal or Email, include the following information to ensure faster resolution:

A concise summary of your issue or question.
Detailed description including any relevant error messages, affected features, or steps to reproduce the issue.
Attachments or screenshots (if applicable) to help diagnose the issue faster.
You can also add colleagues as request participants (via Shared with option) if you’d like them to receive notifications and stay updated on the ticket progress.

📧 Email Requests Only: If details are missing, our team may reach out for clarification before processing the request.

Step 3: Acknowledgment, First Response & Service Level Tracking

Here is what to expect after you raise a request/ ticket.

Our support team will acknowledge receipt of your request, confirming that a ticket has been logged / opened into our system.
Then, once a member of our team has taken ownership of the ticket, we will communicate with a first response and based on the type of issue, the support team will assign an appropriate support level (L1, L2, or L3).
From there, the support team will work towards a resolution to your request within the timeframe outlined in the SLA, providing updates as progress is made.
If additional information is needed, or we estimate the ticket takes longer to resolve, the team will reach out through the portal or via email about the need for escalating your ticket.
You can always monitor progress via the support portal, checking the status or keeping track of conversations directly.

Here is an infographic to help you understand the support process:

Service Level Agreement (SLA): The backbone of the enhanced Support Experience

Our new SLA is a major step toward delivering exceptional service and ensuring you get the support you need with clear expectations. The new Service Level Agreement (SLA) ensures predictability, and fairness in handling support requests. The SLA sets guides support process through:

First Response Time: The time it takes for our team to formally respond to your request.

Resolution Time: The expected timeframe for resolving different types of support issues.

Issue Prioritization: Requests are categorized based on urgency and impact, ensuring critical issues are addressed swiftly.

What Does This Mean for You?

With a more structured approach, our team ensures you always know when to expect a response and how long a resolution may take. Critical issues receive immediate attention, while lower-priority requests are managed within expected timeframes.

Our team will ensure every request follows a structured process, eliminating uncertainty and inefficiencies.

How Can You Make the Most of It?

Be aware of response and resolution times outlined in the SLA.
Trust the process—we’re actively working on your request, even if some issues take longer to resolve based on severity.
Understand that not all requests can be resolved immediately but their resolving time is based on their severity (Check service levels) .

Here are some key points of our SLA

Support Availability

Business hours: 10:00 A.M. – 6:00 P.M. EET/EEST (Monday to Friday)
Initial response time: 1 business day
After-hours requests: Collected but processed the next business day

Support levels

Default response & resolution times apply unless a custom subscription or paid support plan is in place.

Criticality	First Response Time (FRT)	Resolution Time
Critical (P1)	30 minutes	2-4 hours
High (P2)	4 hours	1-2 business days
Medium (P3)	1 business day	3-5 business days
Low (P4)	2 business days	1 – 4 weeks, depending on priority

Exclusions: Bug resolution and feature request timelines are not included (see Incident Management for details).
After-hours requests: Handled and counted from the next business day.

To ensure a smooth experience, we encourage all users to review the full SLA document and familiarize themselves with response times for different request types.

How likely is it that you would recommend our company to a friend or a colleague?” This is the simple question that made NPS (Net Promoter Score) an essential customer loyalty metric that online retailers swear by. And chances are that you are probably already using it to gather valuable customer feedback. But are you using it to its full advantage?

There are plenty of reasons why NPS is a must-have metric for every e-shop, since it basically works as a key to your customers’ minds, revealing their opinion on your brand and/or products and whether they have a good word to say to others about you. It works as a tool for you to segment your audience into Promoters, Passives and Detractors, as well as a way to gauge your potential word of mouth (WOM).

And it all starts with a simple question:

What more can I get from NPS Surveys?

Now, let’s assume that you have already posed this classic question to a number of your customers and gathered a fair amount of data. Well, data are good, but they are as good as what you make of them. That being said, now is probably the time to step up your NPS game, let your customers speak their mind and engage them in a meaningful way. And you can set the whole thing in motion by following four steps.

1. Gather qualitative feedback using open-ended questions

Posing the appropriate open-ended question to the appropriate customer segment is the step forward that will help you shed more light on what your customers actually like or don’t like about your brand/product and use your findings to grow your business.

The classic NPS question is score-based, which means that it gives you quantitative data. Open-ended questions give you the chance to combine quantitative with qualitative feedback. Simply put, you ask your customers a question that can be answered in detail by them typing their answers in a text box. And since you probably have a fair knowledge of your Promoters, Passives and Detractors, you can use customized questions for each segment. Here are three examples to get you started:

Promoters: What’s your favorite part about our product/service?
Passives: What would make you love us?
Detractors: What could we do to improve your experience?

2. Customize your Thank You messages

A sincere thank you message can go a long way towards delighting your most loyal customers, creating a spark in your passives and even convincing your detractors that you are not ignoring their opinions. The word again is “personalization’. Create tailor-made thank you messages and put them at the end of your NPS surveys to express your gratitude towards your customers in a way that will address their own sentiments and will show them how much you value them.

3. Use the feedback to create testimonials

Learning the reasons why your customers like your brand and products is not just a great marketing asset but also a source of ready-to-use testimonials that you can strategically use in your website for customer proof. After all, 72% of consumers say positive testimonials and reviews increase their trust in a business, according to a report by Big Commerce.

4. Share your NPS surveys’ findings with your teams

Gathering feedback is important, but what is feedback’s purpose if it doesn’t reach the people that will work to improve it? The benefits of feedback distribution cannot be stressed enough and a way to think of it is as a fuel that will power your employees to think more creatively, make better decisions, prioritize and fix any detected issues and offer them a better understanding of customer sentiment.

As you have probably realized by now, all it takes for you to get the most out of your NPS surveys is a set of highly customizable NPS survey templates, a handful out-of-the-box questions and a list of your promoters, passives and detractors. Well, with e-satisfaction.com you can get all three with just a few clicks, plus an array of easy-to-ease extra features that will help you really get inside your customers’ minds and give them what they really want!

A Smarter Way to Get Support: Meet Our New Portal & Improved Process