At Plum Voice we are committed to providing you with the highest quality of service. Up until now, we've provided customer support exclusively via email. And, we acknowledge that this can present a few challenges: tickets getting lost in the inbox shuffle, duplicate submissions, and cc'ing colleagues and coworkers on all requests are a few of the basic issues that happen with an email-only approach to support.
To address these issues, we've switched to a client portal where our customers can submit tickets, check our FAQ's, and interact with other Plum Voice community members on our newly-updated forum.
Get started by visiting our portal at portal.plumvoice.com.
Once there, click on the ‘Sign In’ button in the upper right corner of the screen:
The portal will prompt you to sign in. Any customer that has contacted Plum support in the past automatically had an account created when we setup the portal. However, not everyone will have a password yet. Select the indicated option in the prompt to get a password:
This generates an email that instructs you to set a password. After selecting a password, your account is activate and ready for use.
Once inside the portal, you have access to three primary areas:
This is how our paid customers interact directly with our support staff. Any tickets submitted through this section are visible to all individuals from the same company.
For example, if Jim from accounting submits a support request, anyone else within Jim's organization can see the ticket he submitted. This helps cut down on duplicate submissions and keeps everyone on the same page.
When you submit a ticket using this option, you can also see and track the status of your ticket. As soon as one of our team members updates your ticket, that information is available to you in the portal.
These are articles written by our team to help answer any questions that you might have when using a Plum Voice product.
The forum, also known as the community, is the most interactive area of the portal. Our customers can post questions and get answers from members of our team. Users are also able (and encouraged!) to contribute advice or suggestions to other peoples’ questions if they are able to do so.
Generally, non-paying Plum Voice users visit our forums for assistance with specific development questions, but this area is open to our paid users as well.
The team is very excited and proud to offer this enhanced experience for our customers and we look forward to continuing to provide you with exceptional service.