Customer support can make or break your experience with a product and business. That might not mean a lot if you’re trying to refund a T-shirt or place an order for a burger. But for a piece of technology you tinker with regularly and use for many years, buying in to great customer service is hugely important.
From the get go (some ten years ago!), Digistorm has made customer service a top priority. In the beginning, this just meant forming great relationships with our clients; listening carefully and tailoring our products based on the needs of our community. These days, our customer service has evolved into something more detailed and all-encompassing. From thoughtful self-paced training opportunities to learning webinars and community events, there’s no limit to the way we support our customers.
Multiple ways to reach us
Digistorm schools have numerous ways they can reach out to us, whether that’s to chat through an idea, solve a problem or discuss the best way to use a feature.
The fastest way to get help is through the Digistorm Community.
Within the Community, you can submit a case in several ways:
- Via Sparky, our AI chatbot
- On the My Support page by clicking New Case at the top
- On any knowledge article by clicking Contact Support at the bottom
You can still submit a support case by emailing us at support@digistorm.com. However, please note that email submissions do not allow you to select a priority. As a result, all emailed requests are automatically assigned a low priority.
To take advantage of our extensive knowledge resources — and to ensure your issues, especially urgent ones, are prioritised correctly — we recommend submitting all support requests through the Digistorm Community Hub.
Despite multiple ways to reach us, we always suggest choosing the Digistorm Community and having a single conversation per support request. This ensures our team has all the information needed in one place and speeds up our resolution times. Existing and past conversations can easily be viewed under the My Support page in the Community, and conversation records are kept there too.
Available when you need us most
As your support team is based here in Australia, they’re easy to reach when you need them the most. Our hours of contact are Monday – Friday: 08:30 – 17:00 AEST. In most of the hours when our Aussie team are catching some much-needed rest, you’ll have access to our USA team for anything super urgent.
A handy Support Hub full of solutions
With ten years in business, most questions we get have been asked before. That’s why we’ve built our Support Hub, which is a compilation of articles that answer common questions and troubleshoot typical user issues. Available 24/7 as an instant way to resolve problems, the Support Hub has grown into a much-loved platform that our clients turn to regularly for instant, easy to follow instructions. With over 500 articles available with an easy search, there’s not much we haven’t covered here.
Access to Digistorm university for simplified training
We know that getting the hang of new technology can be a journey, so we’ve created Digistorm University to make it as smooth as possible. Here, you’ll find a series of videos, quizzes and learning opportunities that allow you to get to know our products in your own time, at your own pace. The modules are great for getting started with our products, but they are also helpful for clients who’ve been using our products for years and want to take things up a notch. This can mean mastering new features that make your workday smoother and save you time (hello, Funnel automations!). It’s like having a personal tutor available whenever you need it.
A team of experts for your school to access
Though the Customer Success Manager (CSM) team is not technically part of Digistorm Support, as your dedicated contact and advocate at Digistorm they partner very closely with the support teams to ensure that the product and our services are meeting the unique needs of your school. Their role is to be your internal champion and to build a relationship of trust and transparency to ensure that your feedback is heard across all departments and that Digistorm can best serve your school over the long term.
Regular community events and webinars
We love connecting with our clients, and our Digistorm events held across Australia are a great way to do just that. These events are a fantastic opportunity to network, learn from us and other schools and share your own experiences. Clients who attend these tend to come back year after year, often reporting them as one of their favourite workdays on the calendar. Can’t make it in person? No worries! We also host online webinars so you can join in from anywhere. Both our webinars and events tap into multiple sources of wisdom, so you won’t just hear from us, you’ll hear from other industry leaders as well as other schools. We also attend various trade and industry events, so there’s always a chance to meet up and say hello.
Online resources and learning guides
Our extensive library of webinar recordings is available to our clients to help you get the most out of our products and services. As a Digistorm client, you have unlimited access to our learning resources, including recordings of our live webinars, as well as any guides we curate throughout the year. OurInsights blogis packed with advice and inspiration, and we also send out a regular newsletter that's tailored to the times and challenges we know our schools are facing.
