Ever heard the saying ‘teamwork makes the dream work’? Here at Jackrabbit, we truly feel that way. And we are part of your team!
If you’ve been part of the Jackrabbit family for some time now, you have seen this in action anytime you’ve needed to call on us for extra help. And if you are just joining the bunny family, you likely conducted your own research when selecting us as your class management software, so you at least know Jackrabbit has some great support resources readily available to you and your staff!
Getting to know the Jackrabbit customer service team
Customer service can look very different from one platform to the next. At Jackrabbit, we take a lot of pride in the support services we offer because we know how important it is for you to have the help you need when you need it the most – and the least.
That’s why the Jackrabbit support team consists of 14 amazing individuals who are experts on the software to represent our frontline team. Each support rep also specializes in specific features or processes as an extra layer of the level of support we are able to provide. Subject matter experts, or SMEs as we like to call them!
So how can you connect with these awesome people?
4 ways to connect with Jackrabbit customer service
1. Jumpstart coach
First things first when you get started with Jackrabbit, you work with a Jumpstart Coach. It’s part of the proven process here at Jackrabbit and might be your first interaction with a real-life bunny!
Jumpstart calls are scheduled once you’ve started your free trial and worked through your QuickStart Wizard. Your Jumpstart Coach is your best friend for the first 60 days at Jackrabbit. They walk you through your must-have features you need to get your Jackrabbit application up and running. But the support doesn’t stop there!
Once you graduate from the Jumpstart program, you can connect with our support team in the next three ways to continue to get the high level of support you know and love!
2. Submit a ticket
Jackrabbit’s support team is available Monday through Friday from 8:00 am to 8:00 pm, eastern time. With clients all over the world, it is important that we are available as much as possible. The option to submit a ticket is available at all times, even when support isn’t open. This allows you to send in a ticket as you think of something and then our team sees that first thing on the next shift!
Submitting a ticket starts an email with the support team and really allows the support rep to gather some initial information along with your question that you may not even realize comes in. Oftentimes, it’s helpful to know the family name or even what browser you are using if troubleshooting needs to happen.
Response time during business hours is guaranteed within 2 hours but oftentimes, responses can be even faster!
3. Live chat
This one is my personal favorite. Anytime I need help on any website, I always look for the live chat option first if I have a quick question where I just need a little direction on where to go.
The Jackrabbit support team is staffed for live chat Monday through Friday from 10:00 am – 6:00 pm, eastern time. It’s a great way to reach out and find something specific you are looking for. Whether it’s where to find certain data, a help article on a feature you want to implement, or to learn about upcoming webinars or conferences – the team is there to chat with you and it is in real-time!
4. Phone call
For every person like me that wants to live chat, there’s probably at least one or more people that prefer talking to support on the phone. And let’s face it, some conversations are much easier through a call than they are in an email or live chat.
To best address our client’s needs for phone calls, we’ve made our phone calls available via appointments. There’s usually same-day appointments available and there’s a variety of calls types you can choose from:
- Posting tuition
- Specialty topic, i.e. ePayments and QuickBooks
- Open topic
- Checkup call
Other support options with Jackrabbit customer service
Running a youth activity center takes a lot of time. Sometimes, you may feel like reaching out to customer service for support isn’t something you can spend time on at that moment. And that’s okay!
In addition to working with our support team directly, we have more support resources that are available to you at all times so you can get what you need when you need it.
- Comprehensive Help Center
- Easy-to-follow Help Videos
- On-demand Training System
- Resource Center for new, hot topics
- Live, virtual learning opportunities
Truly, the support options at Jackrabbit feel endless. And the best part is, all of these avenues of support are available to you through your monthly subscription!