Support Contact Information

Support Contact Information

Support contact information settings allow you to configure how customers and users can contact your support team. These settings control contact methods, availability, and response channels displayed throughout EquiBillBook.

What is Support Contact Information?

Support contact information includes:

• Support Email: Primary support email address
• Support Phone: Support phone number
• Support Hours: Business hours for support
• Contact Methods: Available contact channels
• Support Portal: Link to support portal or knowledge base
• Social Media: Social media support channels
• Live Chat: Live chat availability and settings
• Contact Forms: Support contact form configuration

Accessing Support Contact Information

To configure support contact information:

1. Navigate to Settings → Support Settings → Support Contact Information
2. You'll find fields for various contact methods
3. Enter your support contact details

Key Configuration Areas

1. Primary Contact Methods

Main support contact channels:

• Support Email: Primary email for support requests
• Support Phone: Phone number for support calls
• Support Address: Physical address (if applicable)
• Support Website: Support portal or help center URL

2. Support Hours

When support is available:

• Business Hours: Days and times support is available
• Time Zone: Time zone for support hours
• Holiday Schedule: Holidays when support is closed
• Emergency Contact: After-hours emergency contact
• Response Time: Expected response time during business hours

3. Additional Contact Channels

Other ways to reach support:

• Live Chat: Live chat availability and hours
• Support Tickets: Ticket system availability
• Social Media: Support via social media platforms
• WhatsApp: WhatsApp support number
• Skype: Skype support contact

4. Contact Form Settings

Support contact form configuration:

• Enable Contact Form: Show contact form on website
• Required Fields: Mandatory fields in contact form
• Form Categories: Categories for contact form
• Auto-response: Automatic response message
• Form Redirect: Where to redirect after form submission

5. Display Settings

Where contact information appears:

• Footer Display: Show in website footer
• Help Menu: Show in help menu
• Error Pages: Show on error pages
• Email Signatures: Include in email signatures
• Invoice Footer: Show on invoice documents

Step-by-Step Configuration

Step 1: Configure Primary Contact Methods

1. Navigate to Support Contact Information
2. Enter primary support email address
3. Enter support phone number (with country code)
4. Add physical address if applicable
5. Enter support website or portal URL
6. Verify all contact information is accurate

Step 2: Set Support Hours

1. Go to Support Contact Information → Support Hours
2. Set business days (Monday-Friday, etc.)
3. Set business hours (e.g., 9:00 AM - 6:00 PM)
4. Select time zone
5. Configure holiday schedule
6. Set expected response time

Step 3: Configure Additional Channels

1. Navigate to Support Contact Information → Additional Channels
2. Enable live chat if available
3. Set live chat hours
4. Add social media support links
5. Configure WhatsApp support if available
6. Add other contact methods as needed

Step 4: Configure Contact Form

1. Go to Support Contact Information → Contact Form
2. Enable contact form
3. Set required fields
4. Configure form categories
5. Set up auto-response message
6. Configure form redirect after submission

Step 5: Configure Display Settings

1. Navigate to Support Contact Information → Display Settings
2. Enable footer display
3. Show in help menu
4. Display on error pages
5. Include in email signatures
6. Show on invoice documents if needed

Step 6: Save Settings

Click "Update" or "Save" to save your support contact information.

Contact Information Examples

Standard Support Setup

• Email: support@yourcompany.com
• Phone: +1-800-XXX-XXXX
• Hours: Monday-Friday, 9:00 AM - 6:00 PM EST
• Response Time: Within 24 hours
• Portal: help.yourcompany.com

Extended Support Setup

• Email: support@yourcompany.com
• Phone: +1-800-XXX-XXXX
• Live Chat: Available Monday-Friday, 9:00 AM - 8:00 PM
• Hours: Monday-Friday, 9:00 AM - 8:00 PM, Saturday 10:00 AM - 4:00 PM
• Response Time: Within 4 hours during business hours
• Emergency: Available 24/7 for critical issues

Best Practices

• Accuracy: Keep contact information up-to-date and accurate
• Multiple Channels: Provide multiple ways to contact support
• Clear Hours: Clearly communicate support availability
• Response Times: Set realistic response time expectations
• Consistency: Use consistent contact information across all channels
• Accessibility: Make contact information easily accessible
• Monitoring: Monitor all contact channels regularly
• Updates: Update contact information when it changes

Troubleshooting

Contact information not displaying?

• Verify contact information is saved
• Check display settings are enabled
• Clear browser cache
• Verify permissions to view contact information
• Check if information is in correct format

Support emails not being received?

• Verify email address is correct
• Check email configuration in support email settings
• Verify email server is working
• Check spam/junk folders
• Test email delivery

Support hours displaying incorrectly?

• Verify time zone is set correctly
• Check support hours configuration
• Verify date and time settings
• Check for time zone conflicts

Important Notes

• Keep contact information accurate and up-to-date
• Test all contact methods regularly
• Monitor all support channels for inquiries
• Update contact information immediately when it changes
• Ensure support team is aware of contact information
• Set realistic response time expectations
• Provide multiple contact channels for accessibility

Additional Resources

For related information, see:

• Support Ticket Settings article
• Support Email Configuration article
• Notification Settings article
• Email Configuration article

Proper support contact information configuration ensures customers can easily reach your support team. Keep contact information accurate and accessible!