Support Pricing Plans

To reach out to customer support at ExpenseOnDemand, you can follow these steps:

1. Email Support: Send an email to the support team at support@expenseondemand.com for assistance with any issues or inquiries.

2. Support Portal: Visit the ExpenseOnDemand support portal via the platform's website. Here, you can submit a support ticket and track its progress.

3. In-App Chat: Use the live chat feature within the ExpenseOnDemand platform to get immediate help from a support representative.

To view your support tickets within the ExpenseOnDemand platform, follow these steps:

1. Log into the Platform: Access your ExpenseOnDemand account using your login credentials.

2. Navigate to Support or Help Section: Once logged in, look for the Support or Help section, usually located in the main menu or under your user profile icon.

3. Support Tickets Dashboard: Within this section, you should find an option to view your support tickets. This dashboard will display the status of your open and closed tickets, along with their details.
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4. Ticket History: You can typically view the history of your interactions with support, including responses from the team, any actions taken, and next steps.

Yes, even on the Essential Plan, you can still receive product support, but the level of support may be different compared to higher-tier plans. Typically, Essential Plan users have access to basic support, which could include:

• Access to knowledge bases or help articles.
• Email support or help desk tickets for non-urgent issues.
• Community forums or online resources.

If you need more advanced or quicker support (such as dedicated support or personalised assistance), you may need to upgrade to a higher-tier plan that offers priority or premium support.

For specific details, you can reach out to ExpenseOnDemand support directly via your account or check the support section for what's included with your plan.

On the Essential Plan, direct support calls may not be included as part of your plan's benefits. However, you can still reach out to ExpenseOnDemand support through other channels like email or the helpdesk. Depending on your support request, they may be able to offer assistance through written communication or schedule a call if necessary.

For more immediate or advanced support, you may need to upgrade to a higher-tier plan, which typically includes options for more direct communication.

You can always check your account’s support section or contact the support team at support@expenseondemand.com to confirm what’s available to you specifically under the Essential Plan.

Yes, with Paid Plans at ExpenseOnDemand, you typically have access to more personalised support, including the ability to request support calls whenever you need product assistance. This feature is often included in higher-tier plans, allowing you to connect directly with a support specialist for more complex or urgent issues.

To request a support call, you can usually:

1. Submit a request via your support portal: Choose the "Request a Support Call" option if available.
2. Email the support team: You can email support to schedule a call, and they’ll arrange a time that works for you.
3. Contact via live chat: Depending on your plan, live chat might be available, where you can directly request a call.

It's always a good idea to check the specific support options available for your plan through your account settings or support documentation.

Product onboarding refers to the process of introducing new users or customers to a product, helping them get up to speed with its features and functionality. The goal is to ensure that users understand how to use the product effectively, get value from it quickly, and have a positive first experience.

Key components of product onboarding include:

1. Guided Setup: Helping users set up the product, configure settings, and customise their experience to fit their needs.
2. Tutorials and Walkthroughs: Step-by-step instructions or interactive guides that demonstrate key features and how to use them.
3. Product Tours: A visual tour that shows new users around the product’s key features, helping them get familiar with the interface.
4. In-App Assistance: Offering in-app help or tooltips as users interact with different parts of the product to provide immediate guidance.
5. Educational Resources: Providing access to documentation, video tutorials, FAQs, or customer support to help users find answers to their questions.
6. Goal Setting: Encouraging users to complete specific tasks or goals within the product to ensure they start seeing value quickly.
7. Ongoing Engagement: Following up with users to check their progress, offer support, and suggest more advanced features once they’ve mastered the basics.

In short, product onboarding ensures users are not left to figure things out on their own but are instead supported in a structured way, which enhances the chances of product adoption, reduces churn, and increases user satisfaction.

Configuration assistance refers to the support or guidance provided to help users or organisations set up and tailor a product or system according to their specific needs and requirements. This can include customising settings, integrating the product with other tools, and ensuring that it is optimised for the user’s workflows and goals.

Key aspects of configuration assistance include:

1. System Setup: Helping users with initial setup, such as creating accounts, defining roles, and setting up basic configurations to get the system running.
2. Customisation: Assisting with customising features, dashboards, user interfaces, and workflows to match the specific needs of the business or team.
3. Integration Guidance: Providing support for integrating the product with other tools or systems (like CRMs, financial software, etc.), ensuring seamless data flow and interoperability.
4. Advanced Configuration: Helping users adjust advanced settings, such as permissions, security features, notifications, and other product-specific configurations that require more expertise.
5. Troubleshooting: Offering assistance to resolve issues that may arise during configuration, ensuring the system functions as intended.
6. Best Practices: Advising on best practices for configuration to ensure the system is set up efficiently and is scalable as the user’s needs evolve.

In essence, configuration assistance ensures that a product is set up in a way that maximises its value for the user, streamlines their workflows, and ensures everything is working correctly from the outset.

Remote assistance is a type of support where help is provided to users from a distance, typically via the internet, to resolve issues, guide users through tasks, or troubleshoot problems on their devices or software. This support is often provided by customer service agents, IT support teams, or product experts.

Key aspects of remote assistance include:

1. Screen Sharing: The support agent can view the user’s screen in real-time, allowing them to identify issues directly and provide visual guidance on how to resolve them.
2. Remote Control: With the user’s permission, the support agent may take control of the user’s device to fix issues, perform actions, or complete tasks that require hands-on interaction, such as setting up software or configuring settings.
3. Live Chat/Call: Remote assistance often involves live communication through chat, phone calls, or video conferencing, allowing for immediate feedback and troubleshooting.
4. Problem Resolution: Support can be provided for a wide range of issues, from software installation and troubleshooting to more complex technical problems, all done remotely without the need for in-person interaction.
5. Time Efficiency: Remote assistance can be provided instantly, eliminating the need for users to wait for on-site visits or travel to support locations. This is particularly valuable for addressing issues quickly, no matter the user's location.
6. Security: During remote assistance, security measures are typically in place to ensure that the support process is safe. Support agents often require explicit permission from the user before accessing their system, and all actions are usually tracked for security purposes.

Remote assistance is a highly effective and efficient way to provide customer support, offering quick solutions and reducing downtime for users without the need for physical presence.

Yes, with the Premium support plan at ExpenseOnDemand, you are eligible for a personal account manager. Your account manager will serve as your dedicated point of contact, helping you manage your account, provide tailored assistance, and ensure that you maximise the value of the platform. They can help with a variety of tasks such as setting up new features, addressing any technical challenges, providing strategic guidance, and ensuring that your team is fully supported throughout their journey with ExpenseOnDemand.