How many times have you tried to reach out to SaaS customer support, and had to jump through hoops to speak to a human? It usually starts with an AI chatbot that does not understand the technical issue you are experiencing. Then you might run into an issue where human support is not even included in your paid tier. If it is included, oftentimes a ticket is created and you have to wait days or even weeks to get a response. At ThoughtMetric, we do not think this is an acceptable support experience. We want our customers to get the most out of our platform, so when questions arise, you will receive quick answers from a human who knows the product.
Here are a few reasons why we believe in human technical support over AI:
AI Often Misunderstands the Question
An AI support chatbot generates answers from the documentation, which works if the answer is clearly stated there. If not, there is usually not a way for the chatbot to point you to a relevant answer. Our team can look at your account and figure out what is going on.
We Take Customer Feedback Seriously
When you reach out with a question, we learn something about how the platform is being used, and a lot of our roadmap comes out of those conversations. Every conversation we have with a customer tells us something we can use.
A Human Can Understand Urgency
If there is a tracking issue during a big sales period, you need urgent support. Our team already knows what a Black Friday tracking issue costs you, and we are here to help.
Human Support for All Customers
“We looked at a number of competitors in the space, but ultimately chose ThoughtMetric because of its easy-to-understand interface and the support offered during and after implementation.” - SportRX
At ThoughtMetric, human support is available for all customers. It is not a service we save for certain tiers. You will see it right away as our team is hands-on during the onboarding process.
We built ThoughtMetric to be intuitive to use and set up. However, when questions come up, we want to be the ones answering them. Getting your attribution setup right is imperative, and we would love to help you get there.
Frequently asked questions
Does ThoughtMetric use an AI chatbot for customer support?
ThoughtMetric’s support is handled by humans who know the product. When you reach out, you get an answer from a person on the team, not a chatbot.
ThoughtMetric’s support is handled by humans who know the product. When you reach out, you get an answer from a person on the team, not a chatbot.
Is human support included for every ThoughtMetric customer?
Human support is available for all ThoughtMetric customers. It is not saved for certain tiers, and every feature is included for every customer.
Human support is available for all ThoughtMetric customers. It is not saved for certain tiers, and every feature is included for every customer.
Does ThoughtMetric help with onboarding?
ThoughtMetric includes a dedicated onboarding call, and the team is hands-on during the onboarding process to help get your attribution set up correctly.
ThoughtMetric includes a dedicated onboarding call, and the team is hands-on during the onboarding process to help get your attribution set up correctly.
Can ThoughtMetric support look into my specific account?
The ThoughtMetric team can look at your account to figure out what is going on. That is something an AI chatbot answering from documentation usually cannot do.
The ThoughtMetric team can look at your account to figure out what is going on. That is something an AI chatbot answering from documentation usually cannot do.
Does customer feedback shape ThoughtMetric’s product?
Much of ThoughtMetric’s roadmap comes out of conversations with customers. Each support question shows the team how the platform is being used and where it can improve.
Much of ThoughtMetric’s roadmap comes out of conversations with customers. Each support question shows the team how the platform is being used and where it can improve.
