Support
Great Service When You Need It…
Customer support is a critical part of the service provided by Relatrix. We know it and our customers recognize that we go the extra mile to respond to their questions or problems in a timely and knowledgeable manner.
Email Support
All our customers or end users can contact our customer support team by e-mail, and we will respond by the next business day – and most times, much faster. To reach us by e-mail send your message to support@relatrix.com.
Be sure to include your name, school or district and as much information about your problem or question as possible. Details like what web page you were on; the task you were performing; and any error message you might have encountered will help us troubleshoot the problem faster and avoid having to request those details in a follow-up response.
Search Our Knowledgebase
Search through our knowledgebase of FAQs and support articles on workarounds and how-to perform various tasks using our Online Contact Center software.
Download Useful Documents
There are several how-to and other documents that are useful for K12 communications personnel who are looking for information and ideas on how to use eCommunications tools to meet their objectives for effective communications.
View Our Tipsheets
We send periodic emails to our users about how to use our online contact center software to the best effect. You can view any of the historical tip sheets published to learn more about EZCommunicator and our other online contact center products.
Training
While all of our web-based Online Contact Center software services are easy to use – that’s what our customers tell us, we do deliver training services to our customers.
With all new customers or school interface we offer introductory training. This covers the basics on managing your user list, setting up and administering news groups and creating, publishing and tracking results of notices.
Advanced training is available on specific modules, such as working with surveys, creating eNewsletters or establishing a knowledgebase to add to your website.
In addition, we provide screencasts to help with ‘how to’ perform specific tasks or functions in your Online Contact Center. Access to these training screencasts is available by subscribing to our training and support portal.
View Our Training Videos on YouTube
Finally, we offer training on best practices in eCommunications and provide tips and suggestions with our TIP SHEETS publication, which is sent to customers once or twice each month.
View our Training Calendar
Other Services
Premium Support – This optional service expands on our standard support plan by extending the work day hours when you can contact our support team, and allowing multiple customer contacts to call us on our toll-free phone number. Premium support also includes software patches for critical problems on your site that can be applied between scheduled updates.
Site Reviews -Ever wonder how you could make more use of your Online Contact Center and whether you’re following best practice with the functions you do use? Relatrix has experienced consultants who provide scheduled site reviews and online briefings to show you where you can improve how you use your system, and how to setup your site to make it easier and more useful to your end users. We focus on the areas where you want to extend functionality or streamline a current process.
Continuity Planning – Do you have a continuity plan to deal with disasters that make it impossible to get on the Internet? If you needed to communicate with your users in case of a natural disaster, could you? Relatrix can provide services so that our staff can help cover, in case of an emergency when you don’t have the ability to do so from your location.
Data Loading & Integration – When the school year starts and you want to load all your parents, staff or community members in to your Online Contact Center, we can help with list cleanup and loading so you begin the with a clean, and up to date database. Relatrix can also provide programming services, along with our EZLink module to integrate your Online Contact Center with Student Information Systems, staff directories or other internal databases to automatically update user records when changes occur in those systems.
Specialized Training - Our training team can design a specific webinar for your team that covers the specific areas where you want to focus. This allows you to save time and ensure that our training experts are emphasizing the features and benefits that you want your staff get up to speed on.
