This article describes the support channels available to users throughout their experience with Dashpivot.
Customer Success support during onboarding
During the onboarding period, users who have opted for setup support can receive assistance from a Customer Success Manager.
This support includes:
Document importing and best practices for your documents
Account configuration, to ensure you are starting with a strong foundation
Training for your team, both over Zoom/Teams or in person (subject to conditions)
The onboarding period length depends on the size of your business as outlined below:
1-5 employees: 6 weeks
5-99 employees: 2 months
100-999 employees: 4 months
1000+: 6 months
Account Manager support
After the onboarding period ends, general questions about the account can be directed to an assigned Account Manager.
Live Chat
Dashpivot includes a Live Chat support channel accessible 24/7 from both desktop and mobile app interfaces. An intelligent live chat assistant, Alice initially responds by searching relevant help content and FAQs to provide answers or step-by-step guidance. If Alice cannot resolve an issue or more detailed support is required, the chat connects to a member of the support team during business hours.
Sitemate Help Library
The Help Library is a central repository of help articles and tutorials for Dashpivot and other Sitemate products. It contains step-by-step instructions and video tutorials covering a range of topics, from getting started to advanced features. The library is arranged by product and is regularly reviewed to reflect the latest updates.
You can explore the library by selecting a relevant product and going through the list of associated articles or using the search function to find articles mentioning specific keywords.