All you need to know about PageFly Support
Appearing officially on the Shopify apps store since September 2017, it's still somehow hard to believe that we have come this far in this competitive industry. From day one, we always emphasized that providing excellent customer service is a vital part of building PageFly and keeping users sticking with us. Even if the user is a tech-savvy or a skillful designer, there are still times that they will need a bit of help, whether it’s app policies or features, to keep the work going and growing.
That’s why in over 1.5 years of development with 12,000+ users, not only is the product quality focused, but customer support is also improved and optimized day by day. On the app store page, the overall score reached 4.8 this February with 870+ five-star reviews. If you have a quick look, 90% of those reviews mentioned the support as one of the outstanding aspects that made them leave a compliment.
If you’re curious, let’s have a look at some data to explore how PageFly support works and why customers consider our support as one of the top reasons to use PageFly.
- About PageFly support
- Where can I reach support?
- Is PageFly support only available during office hours?
- How long can I expect to receive a response?
- There is still room for improvement!
Put simply, customer support is a free service provided by the PageFly support team and is the same for all three PageFly plans. Our little Bearie and we will take care of all the issues and questions related to PageFly’s installation, usage, account, and membership for both non-users and app users whenever they need our assistance.
Where can I reach support?
The good news is PageFly offers a variety of options to reach the customer support, including Help center, community group, and ticket support system. That means you can contact PageFly support as easy as pie.
Consistent support is not just about a ticket helpdesk which can reply to your question in some minutes or hours; it’s also about the self-service options. PageFly, with a rich knowledge base, is a great resource that you can access to find the answer you need on your own. By accessing the Help Center, you can easily find articles with step-to-step guides and video tutorials that cover all of PageFly’s features or the frequent question about app policy or usage.
The total number of articles reached 93 currently and is always updated to provide customer support in the most up-to-date and holistic way.
Notably, you can do a quick search for the guide right within the Editor anytime. That means if you’re building the page but are stuck somewhere, you just need to click on the “Quick help” button and insert the keyword to receive the relevant guide article.
Ticket support system
What if you can’t find the right answer after searching in the Help Center?
Don’t worry! Our support team has always got your back and are ready to help.
There are four ways that you can approach PageFly’s ticket system:
- Sending your email directly to firstname.lastname@example.org
- Through the PageFly app listing page, you can choose ‘Get support’ and fill in the information to get in touch with us.
- You can also access our Submit Ticket page directly and leave your message there:
- If you’re a visitor on our site or are already a PageFly user, you can easily notice a small icon on the bottom-right. By clicking on this icon, a popup will appear that allows you to leave the message immediately as a ticket to the support team.
It’s the most recommended way to contact us if you’re a PageFly user who is landing on the Dashboard or Editor since your necessary app information will be automatically stored on your ticket, helping the process to be more efficient.
Our Facebook group was built in December 2017 with a focus on ‘listening’ PageFly users and sharing useful educational content. The group is not only where you can reach app agents to leave your feedback but also where merchants can exchange learning and support each other on PageFly using and eCommerce experience.
Do you know?
On the PageFly Dashboard, you can scroll down and find the four ways above are listed for quicker access.
Is PageFly support only available during office hours?
Of course, NO!
PageFly customer support, especially the ticket support system, is a 24/7 service. That means our support covers all time zones.
Our team members, from the marketer to the designer or developer, all spend part of their time each working day on supporting customers as a priority task. It will allow the team members to be closer with app users and gain precious insights for improving PageFly based on the customer’s experience. On the other hand, users will have a chance to get full-scale assistance since our agents not only know the product inside out but also have knowledge in a specific field.
When the in-house team is not there, we have a dedicated remote support team always available around the clock to provide the most human and helpful experience to our customers.
How long can I expect to receive a reply?
Our official support hours are Monday to Friday, 9am-6pm on GMT+7 time zone (What’s your timezone?). Within that time, your ticket will usually be processed between 30 minutes and 2 hours and the time for email is within 6 hours. Besides the official time range or on weekends or holidays, please accept that the response time can be up to 6 - 12 hours. However, in practice, we usually take care of your queries much sooner.
Based on the responsiveness report of the ticket system, the average response time is 15 minutes.
There is a significant time increase in the middle of February since the release of PageFly reborn version led to vast ticket numbers. Although there are hardships, the team managed it well and have been optimizing the support process to reduce the response time and adapt on any scale for future activities.
Besides, you can also see on the report, the average time to close a ticket issue is 28 hours and is being actively reduced (decreasing 1h from 79 days ago).
There is still room for improvement!
With the mindset of a ‘customer-centric’ team, to ensure the speed and quality of support process, in PageFly, we have daily meetings every morning to look at past workings, learn from experience, and solve new issues. The request and feedback from PageFly users will be discussed publicly to find the most suitable solution and an updated plan shortly.
It would be a lie if we said processing PageFly customer support is a smooth road. However, it gives us happy to see new reviews from users about their support experience every day. According to February’s support system reporting, it shows that we won the hearts of 93% of customers.
But it’s not enough; we are still trying our best to bring a more satisfying experience to our customers.
Do you want to accompany us on our journey?