As the go-live of the new support experience is approaching, we understand how important it is to you to continue operating without disruptions. To ensure you receive the best service possible from us during this time, we have prepared and summarized important information below.
This consolidation will streamline the experience for clients who use multiple Bloomreach products while also creating efficiencies we will use to improve the experience for all clients further.
Good to know
Go-live: 25th May, 08:00 am UTC
(09:00am GMT, 01:00am PDT, 04:00am EDT, 10:00am CEST)
Duration: 6-8hours
What is going to be impacted during the go-live window?
- Channels support@bloomreach.com and urgent@bloomreach.com might be unavailable for 15 minutes within the live window
- https://www.support.bloomreach.com might be unavailable for up to 2 hours.
What should I do to contact support during the go-live window?
- Use alternative email addresses: support-backup@bloomreach.com
- Engagement clients can use the new in-app messenger as well as email above
What is changing?
Priority names
- P1,P2,P3 will be replaced by Urgent, High, Normal
- Note: No SLA change, only naming convention change
- Respective SLA documents will be updated
Portal
- New ways of login into the support portal
- The new support portal look
Product knowledgebase
- Answer to frequently asked questions in one place
- Product documentation (coming later)
Engagement only
Contact email address change
- Support@exponea.com email address is going to be discontinued and will be replaced by support@bloomreach.com
Live chat
- A new in-app messenger is going to be introduced
- Old Messenger will be available two weeks after Golive to help you resolve ongoing requests.
- New requests can be opened only via the new messenger
Portal
- Introduction of a portal where you can open new requests and check your ongoing requests
- See limitation section
Customer satisfaction
- Good/Bad ratings will only be introduced (temporarily)
Discovery & Content only
Portal
- No access limitation
- New look
- New login and password
CSAT introduced
- Simplified and streamlined way to Administer CSAT surveys following a ticket resolution.
Limitations
Engagement messenger
- Please remember to respond only within the in-app messenger on our platform. If you reply to an email or ticket in the support portal(help center), your message won't appear in the messenger.
- But don't worry. Our support team will still receive and respond to your message no matter which channel you use.
Requests history
- Resolved requests will be visible only for 120 days in the support portal (help center).
Ticket migrations
- Resolved requests will NOT be migrated before going live.
FAQ
Q: How do I First login / Reset my password
A: Follow steps below
- Go to: https://support.bloomreach.com/access/help
- Enter your email address to reset your password
- Check your mailbox and follow the steps in the email
- Set your new password and log in
- https://support.bloomreach.com
Q: What is going to happen with my resolved requests?
A: Old resolved tickets will not be migrated.
Q: What is going to happen with my ongoing requests?
A:
All ongoing Engagement requests will continue with the old live chat solution until the resolution is reached.
Ongoing Discovery/Content requests opened via email will be recreated in the new system once requestor reply to automatic bloomreach email related to respective ticket
Ongoing Discovery/Content requests opened via portal …..
Q: How will I be notified in case something goes wrong during go-live
A: Go to htttps://www.status.bloomreach.com. The general information section will provide you the latest info