Our Customer-centric team is here to help you find the answers you need!
When it comes to getting help with everything related to setting-up learning on HowNow, your User experience, and both tech and non-tech questions around your workspace. There are two teams that do it best...
Support Team
Part of the wider Customer Experience Team at HowNow, our Support Team (ST) works to help Users with queries and challenges that may be caused by actions not working as they seem (aka 'bugs').
Bug đ - this can be defined as something that prevents a User from being able to complete an expected outcome, due to an action or visual, not operating or appearing as confirmed by HowNow.
Although not every discrepancy is an actual error, tech-fault or bug, Support will work with Users to find out where - for example - confusion or missing steps, could be causing the perceived bug.
You can contact us in two ways...
Send an email to help@hownow.com with some information about what you need, and the team will get back to you within 48 Hours.
Send a message via support chat by selecting the chat bubble, and letting us know what you need help with. We aim to get back to you in less than 24 hours.
You can also reach the Support Centre and its articles, via the Help option, when clicking your Profile picture, to open the given menu.
Customer Success Team
Managers and Admins who are part of your organisation's L&D Team, will have developed a relationship with one of their personal HowNow Customer Success Managers (CSM).
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Any questions around how to best use HowNow for your bespoke learning strategy needs, will be taken on by your CSM and the wider CS Team.
Meetingsđď¸ đ¤ - throughout your organisation's learning journey, there will always be changes to company direction, objectives and tech requirements. This is why, it's heavily advised to keep up your meeting schedules with CSMs.
Having this consistency, means certain gaps your team may not have spotted, can be caught and improved on by our CSMs, thus keeping your strategy on track!
If you want/need to speak with a Customer Success Manager or the CS Team - and you're not part of the L&D Team - this request would always need to go through your team member who's responsible for liaising with your org's designated CSM.
Other points to remember
Ask your Admin
Some questions only your organisation can answer. Ask your HowNow Admin or L&D team if:
A page or feature item described in the Support Centre is missing. It may be turned off, or need a different Access Level.
You think you've been given the wrong Learning, Deadline or Access Level.
You need to be added to a Group, a private Space or a Budget.
Good to know
The Ask Guru anything box on Home is for learning questions. For questions about using HowNow, such as "Where's my mandatory learning?", use the Support Centre.