Need help? We're here for you
Is something not working as expected, or would you like to change something about your digital colleague? Choose the quickest route to an answer below.
Three ways to get help
Chat
Open day and night
Click the chat button in the bottom right corner. The digital colleague will help you get started right away and pass your question on to Henk or Margret if needed.
Phone
Weekdays 10:00-17:00
Call us about an outage or an urgent question. We're not available by phone on public holidays; please use the chat or email instead.
Reply within one working day
Email us with questions that can wait a little, changes to your settings or a screenshot of an error message.
What we'd like to know
The more we know straight away, the faster we can fix it. Include in your message:
- your company name and the email address you use to log in to the CRM;
- what you were trying to do and what happened instead;
- when it happened, and whether it happens more often;
- a screenshot if you see an error message;
- whether your customers are affected right now, so we know how urgent it is.
How quickly we respond
- Outage that stops you from workingThe same working day
- Question or change to your settingsWithin one working day
- Expansion or a new moduleWe'll schedule a call together
- Report outside office hoursThe next working day
How we handle your question
Every question gets the same careful treatment, whether you contact us by chat, by phone or by email. You always deal with Henk or Margret, so with people who know your business and your settings.
We confirm your request
You get a message straight away to say we've received your question. In the chat this happens instantly, by email within one working day. That way you know your question isn't sitting somewhere unnoticed.
We find out what's going on
Henk or Margret looks at your question personally. We check the conversations and settings in your CRM that relate to it, so we don't have to guess and you don't have to explain everything again.
We fix it or make a plan
If it can be solved quickly, we do it right away. If it takes more time, for example a new integration or a bigger change, we agree together on what will happen and when.
We let you know it's done
Once everything works again, you'll hear from us with a short explanation of what we did. That way you also know what to do if it ever happens again.
What you can check first
Many small issues can be solved in a few minutes. Try these steps before you get in touch:
- Reload the page with Ctrl + F5 (on a Mac: Cmd + Shift + R), so your browser fetches the latest version.
- Log out of your CRM and back in, or try a different browser.
- Check that your internet connection works and other websites load.
- Missing emails? Also check your Spam or Junk folder.
- Take a screenshot of the error message or of what you see, and note the time it happened. That lets us find exactly what went wrong in your CRM.
- Still not working? Get in touch and tell us which steps you've already tried.
Frequently asked support questions
The chat gives a wrong or outdated answer. What now?
Send us the question the visitor asked and the answer the chat gave. We update the information the digital colleague bases its answers on. Then we check together that the answer is right.
How do I take over a conversation from the chat?
All conversations are in your CRM. Open the conversation and reply yourself; the digital colleague then steps back. If it doesn't work as you expect, let us know and we'll go through it together.
I'm not getting notifications of new enquiries.
First check your Spam folder and add our address to your trusted senders. Then check the notification settings in your CRM. If notifications still don't arrive, we'll find out where it goes wrong.
Can I change the follow-up messages myself?
Yes. You decide the tone, content and pace of the messages. Want to change something but not sure how? Send us your new text or your wishes and we'll set it up for you.
A customer no longer wants to receive emails.
Every email has an unsubscribe link at the bottom. When your customer clicks it, the request is processed automatically and they receive no more follow-up emails. If a customer asked you personally, let us know and we'll take care of it.
I want to give a colleague access to the CRM.
Tell us who needs access and which role they should have. We'll prepare the invitation so your colleague can safely create their own account. Never share your own login details.
Can I add something to my digital colleague?
Of course. Think of an extra language, a new service the chat should know about or a link with your calendar. Send us a short description of what you'd like and we'll schedule a conversation about the options.
What do you do with my data when I ask for help?
We only look at the data needed to solve your question. You can read more about how we handle data and AI on our Security and AI page and in our privacy policy.
I have an urgent problem outside opening hours. What should I do?
Send us an email or leave a message in the chat. We will pick up your question as soon as possible. Tell us what is not working, since when, and what you have already tried. That way we can get started right away without having to ask first.
Your answer might already be here
We answer many questions about using the chat, the CRM and follow-up in the frequently asked questions on our homepage. If your question is about your data, take a look at Security and AI or our privacy policy.