We know how important it is to receive fast, friendly and accurate support when you need help! That’s why our Customer Success team offers unlimited online support to all of our clients.
Introducing: Customer Success
Once you sign up for a Keela subscription, your main point of contact moving forward will be the Customer Success team. This team is dedicated to helping you reach your organization's goals, using Keela!
The Customer Success team provides unlimited online support for our clients. There is no additional cost for support - this is included in your subscription!
You can contact us for anything you need help with when it comes to using Keela, such as:
- Training (offered via our live, online webinar series)
- Help with onboarding, such as reviewing your data before import
- Best practice advice on how to use our features to meet your organization's unique needs
- Questions about how our features work (be sure to also search our Help Center for tips!)
- Technical support assistance, such as troubleshooting potential bugs or other issues
The Customer Success team is located at our head office in Vancouver, BC.
How to Contact Us
To get in touch with Customer Success, you can send a message in 3 convenient ways:
1) Leave a message using the in-app "Help" button on the lower left corner of Keela:
3) Or, simply email us directly at:
Once we receive your message, we will respond via our online support ticketing platform. Feel free to cc your co-workers to include them in the conversation. Please be sure to add our email address to your safe sender list to ensure you receive our replies.
Please note that in order to help keep subscription costs low for our customers, we do not offer phone or live chat support at this time.
Our regular support hours are:
Monday through Friday, 9am - 5pm PST (Pacific time)
We know how important it is to hear back quickly when you need help! During our regular support hours, you should hear back from us within 3 hours.
We also monitor for reports of system outages or other emergencies during times when our office is closed (evenings, weekends and Canadian statutory holidays).
We are proud to provide industry-leading support. Whenever a ticket is resolved, we send a survey requesting a rating from our clients on the support they received.
Our current support ratings (for the last 90 days) are:
Ratings last updated: November 9, 2018