Contacting Route4Me’s Customer Success Department

Route4Me’s Customer Success Department is always ready to help you with any issues or questions that may arise during your usage of our services. Either you are an existing customer or a user without an account you can get in touch with us through the Route4Me website or visit our Support Portal. There are two main ways to get help from our Customer Success team. You can submit a form, and one of our representatives will get in touch with you, or you can use the real-time chat to get an instant reply. The registration page outlines the difference between various support levels.

 

Getting Help from our Customer Success Department from the Main Page without a Route4Me Account

If you are not logged into a Route4Me account, and you need to get help, you can submit a detailed form that describes your issue and get a response from one of our specialists or use the Route4Me LiveChat.

 

Submitting a Form

To submit a form from the Main Page, click “More” in the top right corner of the screen and select “Contact Us.”

Route4Me's Customer Success Department

 

Alternatively, you can select it from the menu on the left side of the screen.

Route4Me's Customer Success Department

 

You will be prompted to the form below. Complete the following steps to submit your request:

  1. Fill in your personal information and add a comment or additional information if needed;
  2. Select the reason for your request and choose the time and method you would like to be contacted by our Representatives;
  3. Click “Submit” to send the form.

Route4Me's Customer Success Department

 

Using the Route4Me LiveChat

In the bottom right corner of the screen, you can open a LiveChat that allows you to quickly get in touch with one of our representatives.
To open the Route4Me LiveChat from the Main Page, click on the “Chat with a Pro” or “Got a question?” icon in the bottom right corner of the screen.

Route4Me's Customer Success Department

 

Type in your name, email address, and select the Customer Success team that you would like to reach and then click “Start the chat.”

Route4Me's Customer Success Department

 

In the Route4Me LiveChat, you can ask our representative about your issue, and we will do our best to help you.

Route4Me's Customer Success Department

 

To close the LiveChat click on the “X” icon and select “Close the Chat.”

Route4Me's Customer Success Department

 

Getting Help from our Customer Success Department from your Route4Me Account

When you are logged into your Route4Me account, you can get in touch with one of our representatives through the Route4Me LiveChat. You can also submit a detailed request that describes your issue and get a phone call or an email with a solution.

 

Using the Route4Me LiveChat

Route4Me allows you to open the LiveChat on any screen of your account which makes it easy to get quick help without slowing down your route planning process.

Route4Me's Customer Success Department

 

To open the Route4Me Live Chat form your account, click on the orange “Live Chat” icon in the left bottom corner of the screen.

Route4Me's Customer Success Department

 

In the “Live Chat” window, type in your name and email address, then choose a team you need to get in touch with and click “Start the Chat.”

Route4Me's Customer Success Department

 

In the Route4Me LiveChat, you can ask our representative about your issue, and we will do our best to help you.

Route4Me's Customer Success Department

 

To close the LiveChat click on the “X” icon and select “Close the chat.”

Route4Me's Customer Success Department

 

Submitting a Case from your Route4Me Account

To open the “Route4Me Customer Success” page when you are logged into your account, go to the “Help” tab from the navigation menu and select “Support.”

Route4Me's Customer Success Department

 

The “Route4Me Customer Success” page allows you to choose from 4 different options depending on what you need:

  1. Find an Answer: Takes you to the Support Portal where you can learn more about the platform and search for specific instructions and tutorials;
  2. Call Us: Provides you with the Customer Support phone number that you can call, from Monday to Friday, during our working hours, from 9 AM to 5 PM EST;
  3. Live Chat: Opens the Live Chat with one of our Representatives;
  4. Submit a Case: Takes you to a window where you can submit a form with a detailed description of your issue and get a call from one of our Representatives or an email with a custom solution to your problem.

Route4Me's Customer Success Department

 

In the “Submit a Case” menu, choose a category with a title that is most relevant to the issue that you want to have resolved.

Route4Me's Customer Success Department

 

In the “Help Articles” section you may find an article with a solution to your issue. If none of the articles from the list are suitable, click “Submit a Case” to proceed.

Route4Me's Customer Success Department

 

In the “Submit a Case” section, type in the subject of your request, describe your issue, paste an error message if you get one and the exact steps to reproduce the error. Try to provide relevant and accurate information to help us get your case processed faster.

Route4Me's Customer Success Department

 

Estimate the percentage of your users who are affected by the issue, by dragging the toggle respectively. Let us know whether you have a temporary workaround by clicking on one of the corresponding buttons. Check the boxes that are relevant to the issue and describe what business functionality you are not able to perform.

Route4Me's Customer Success Department

 

Optionally, you can attach a file to the form. To finish and send the filled out form, click “Submit a Case.”

Route4Me's Customer Success Department

 

Once the case has been submitted, the corresponding message appears on the screen.

Route4Me's Customer Success Department

 

An email with a confirmation and a ticket ID is sent to your email address. Our Customer Success representative will review your request and send you a personal response within four business hours.

Route4Me's Customer Success Department

 

Route4Me’s Suppor Portal is a Knowledge Base that provides explicit manuals and tutorials on the functionality of our services as well as useful routing solutions. Either you are an existing customer or a user without an account you can access the Support Portal and learn more about Route4Me.

 

To access the Support Portal from the main page, click on “More” in the top right corner of the screen and select “Support.”

Route4Me's Customer Success Department

 

To access the Support Portal from your account, go to the “Help” tab from the navigation menu and select “Support.”

Route4Me's Customer Success Department

 

Then, select “Find an Answer” at the “Route4Me Customer Success” page.

Route4Me's Customer Success Department

 

On the Support Portal:

1. You can use the search bar at the top of the screen to navigate through the Support Portal by keywords;

2. Choose manuals and tutorial that are grouped by categories (e.g. web application, mobile devices, etc.) and provide useful solutions for your route planning process.

Route4Me's Customer Success Department

 

3. You can also choose one of the brief tutorials on the most commonly used features;

4. Route4Me provides useful video tutorials that visually demonstrate the functionality of Route4Me services.

Route4Me's Customer Success Department

 

Visit Route4Me's Marketplace to Check out Associated Modules:

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