Leveraging 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 chat and email (support@rinsed.co). At this time, Support does not offer assistance via 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: 

The relationship with Customer Success at Rinsed is strategic. CS, 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

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 

See Adding a User and User Roles

Add a user

See Adding a User and User Roles

Archive a user

Navigate to Settings > Users > Select Desired User > Actions > Archive

At this time it is not possible to un-archive Users via self-service. To unarchive a user please reach out to Support (support@rinsed.co)