A guide on best practices for utilizing customer support at Rinsed
Customer Support at Rinsed
Support at Rinsed is a small but mighty team (and we’re growing too)! Support is offered primarily via both chat and email (support@rinsed.co). At this time, Support does not offer assistance via the phone. Our aim is to provide customers with the most robust and efficient technical support as possible. Below we will outline some important caveats that customers should be aware of to help strengthen the customer partnership with Support and to help us make this goal feasible.
Need Help? Identify your POC: CSM vs Support
Customer Success at Rinsed is split into two vertices: Support and Customer Success Managers. Together, we work in-tandem to help meet all your Rinsed needs. Below we will outline a few examples to identify the correct point-of-contact to help address any questions or problems while navigating your partnership with Rinsed.
Support:
The relationship with support at Rinsed is tactical. It’s best to involve Support when the platform is not working as anticipated. A few examples of this could be:
- Analytics reporting is stalled or appears to be reporting incorrectly
- Ticket automations have failed
- It is not feasible to find an active member in the platform (after it has been confirmed that the member has had a successful sale or recharge in the last month)
Reach out to Support when the platform or its connection with the Point-of-Sale (POS) seems to be misaligned.
Customer Success Managers:
The relationship with Customer Success Managers (CSMs) at Rinsed is strategic. CSMs, beyond caring for the overall health of your relationship with Rinsed, are the primary individuals that can help educate, demonstrate, and provide the playbook to help use the Rinesd more effectively. They aim to help customers reap all the benefits that Rinsed has to offer. A few examples of this could be:
- Ways to leverage Email Templates to create more effective Email Campaigns
- Brainstorming promotional ideas that can be used in Promotional Forms or giveaways
- Enablement calls for you and your team
How to Engage with Support
Support is offered via both chat and email (support@rinsed.co). Here are some tips to help us, help you more effectively.
When reaching out to Support with questions or concerns, please provide as much detail as possible in regards to your inquiry. Send screenshots, hyperlink the URL (website address), or create a screen/audio recording using a tool like Loom. Loom is a free platform.
- For questions about sales reporting please send Daily/ Monthly General Sales Reports which are acquired via the POS. This will help our Data team with investigation
- To investigate the membership status of a customer, send the member’s full name, phone number, email address, and license plate/ barcode
Navigating Rinsed: What customers can Self-Service
There are a lot of tasks that can be completed via self-service in Rinsed, some of which will be listed below. Following these guidelines can empower you to navigate the Rinsed platform confidently. If any extra assistance or clarification is needed, please reach out to Support (support@rinsed.co).
Password Resets
To learn more about how to reset your password, click here.
User Permissions
Adding or changing User Permissions must be actioned by someone at the Admin Level of each Wash Site. At this time, Support is not able to action this internally.
Add a user
Navigate to Settings -> Users -> Actions -> New User -> Input the First Name, Last Name, Email, and desired Role -> Select Create User
Archive a user
Navigate to Settings -> Users -> Select Desired User -> Actions -> Archive
At this time it is not feasible to un-archive Users via self-service. To unarchive a user please reach out to Support (support@rinsed.co)
Access Level of User Permissions
To learn how to adjust the User Permissions to allow your agents to access Rinsed, please click here.
Shortcode Keyword Creation
Shortcode Keywords are a great way to capture Customer Phone Number and Emails for future marketing initiatives.
In order to create a Shortcode Keyword: Generate a brand specific keyword (only using letters and numbers) and send it to Support (support@rinsed.co). Once the Shortcode Keyword has been approved and created, you will receive confirmation from Support. The Shortcode Keyword is now live and ready for use.
FAQs about Rinsed
Q: What Point-of-Sales are currently Supported by Rinsed?
A: Rinsed currently has the capacity to partner with DRB, ICS, Sonny’s, Micrologic, and Washify.
Q: What are the standard sending times for scheduled Scheduled/Campaigns messages?
A: Campaign messages regularly go out at 4 PM EST. Scheduled messages can sent out at time of our choosing
Q: Does Rinsed support Family Plans?
A: Rinsed only has the capacity to support Family Plans for DRB at this time.
Q: I just uploaded a contact list but the customers aren’t appearing in the audience builder.
A: Rinsed audience builder takes about 15-20 minutes to load in the data from the contact lists.
Q: How to modify the audience and send times of the Daily Analytics Reporting
A: Reach out to Rinsed Support or your CSM to modify the recipients of the Daily Analytics Email Reports as well as to edit the hour and corresponding time zone in which this email is sent.
Q: How to update billing information in Rinsed for your car wash
A: Please reach out to invoices@rinsed.co to update your billing information for your wash site, please ensure that you also copy your CSM on your email correspondence. Together, your CSM will partner with the Finance team to ensure that all your needs are squared away
Q: How to share discrepancies in reporting between Rinsed and your POS
A: If you are seeing differencing in reporting between reporting between Rinsed and your POS as it pertains to # of Sales, Churn Numbers etc., please reach out to your CSM or Support. Please also include at least two Monthly Sales Reports (from your POS) so that our Data Team can cross-reference the data with the data which Rinsed has reported.
Q: How do I learn more about Salespath?
A: To request a demo, book here or contact your CSM directly.