We want to make sure you always know who to contact so your questions or issues can be resolved as quickly and efficiently as possible.
We have two specialized teams, each focused on different types of needs:
🛠 Support
Handles everything related to the technical side of the platform, including:
System errors, bugs, or unexpected behavior
Configuration issues and access problems
Data that doesn’t update or tasks that fail to sync
Data uploads (databases, historical data, homologations, etc.)
🚀 Customer Success
Focuses on strategic use and process optimization, such as:
Interpreting data to support business decisions
Training and feature adoption
Customized improvements and strategic changes (users, roles, structure)
Product improvement ideas and feature requests
📊 When to contact each team
| Situation | Recommended team |
|---|---|
| Technical problems in the system (errors, bugs, etc.) | Support |
| Tasks not syncing or data not updating | Support |
| Questions about reports and indicators (technical operation) | Support |
| New configurations (credentials, reports, etc.) | Support |
| Data uploads (homologations, downloads, historical data, databases) | Support |
| Interpreting reports for strategic decisions | Customer Success |
| Product improvement requests | Customer Success |
| Strategic changes in users, roles, or structure | Customer Success |
| Not sure who to contact | Support |
💡 Practical examples
Support
“I can’t access my account.”
“Sales data hasn’t updated since yesterday.”
“The inventory report isn’t loading correctly.”
Customer Success
“I’d like to train my team on the new alerts feature.”
“We need to adapt a report for our pricing strategy.”
“We’re changing our store and role structure—can you guide us?”
📬 How to contact each team
Customer Success:
Reach out by email or through the usual communication channel you use with your assigned representative.
Support:
Contact us through the Help Center via live chat, the request form, or by submitting a ticket.
💬 How to use the support chat
Go to the Help Center and click the Help button (bottom right corner).
A help window will open where you can type your search.
Enter a keyword. We’ll show related articles, and below you’ll see the Live Chat button.
Click it, fill out the form, and press Start chat to begin.
At the bottom of the chat window you’ll find options to End chat, Attach a file, and More options (three dots).
In More options, you can enable sound notifications, send the chat transcript by email, edit your details, or end the chat.
When the conversation ends, please leave your feedback—it helps us improve!
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