You can reach us when you need help. We listen carefully and talk with you to find a solution quickly. 98% of our users says so.
What’s Included
FAST RESPONSE
We’ll get back to you within two hours, if not sooner. It’s not instant gratification but it’s pretty close!
Screen Share
Need answers to complex questions, looking to resolve a problem, or try something new? Book a a screen share session to get the answers you need.
Help Center
Our FAQ section is extensive…and it’s always expanding. A good place for new and veteran users alike to find solutions self-serve.
Detailed Answers
You have questions? We have specific answers, which often include screenshots and short videos.
Single Source of Contact
We provide dedicated customer service agents. They’re motivated to help AND you never get passed around like a hot potato.
Training
For new users, we deliver complimentary training sessions. We’ll even record the sessions so you can refresh your knowledge and skills at any time.
Onboarding
Free onboarding is included with every new account. Onboarding isn’t limited to first few weeks or number of support calls; it ends when you are fully comfortable using your account. You will then have access to ongoing support.
Onboarding kick-off call
The onboarding process starts with a kick-off call where we gather details about your requirements, existing workflows, users and establish timelines.
Migration of existing email templates, forms and lists
If you’re switching from another provider, we help with moving over your existing email templates, forms and import your contact list to ensure continuity with existing segmentation and consent settings.
Training session(s)
Once the account is configured we teach you how to use Envoke via a one-on-one screenshare training session. This call is customized to your needs and priorities; the focus is on day-to-day workflows to ensure you can get started using your new account.
Find an Answer
Read support documentation and watch how-to videos in our knowledge base.
Ask a Question
To start a conversation with support, click the blue icon near the bottom right of the screen while you’re logged in to the app.
Our response time to support inquiries is within two business hours Monday to Friday: 9 AM to 5 PM EST.
We monitor support chat at all times and will address urgent issues.
Schedule a call
Share your screen to troubleshoot complex issues.
Schedule a screen share session to speak with support.
How to join the call?
After your booking is completed, click the “Join Web conference” button from the confirmation email sent to you and follow the on-screen instructions.
We will not call you. You need to join the call via your computer audio (recommended) or use the dial in number.
Emergencies
In case of an emergency, please call 416-840-2300 (extension #2) between 9am and 8pm EST, Monday to Friday
What’s an emergency?
It’s when a published form is broken, you not able to access the Envoke interface, you have a security concern, or you are experiencing lead and/or data loss.
What’s not an emergency? Email message formatting issues, importing, consent status updates, etc. are not considered an emergency.