Problem / Question
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What’s support chat?
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What’s live chat?
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How do I get access to support chat?
Solution / Answer
This page describes our Support Chat service and how to access it. This page is also dedicated to those who have subscribed to our Admin as a Service offering :
Matrix Booking Support Chat
As part of our Admin as a Service (AaaS), Matrix Booking Support Chat will give you a way of quickly asking questions, validating information, and checking if something needs to be a support ticket or not.
This service will provide your organisation’s administrators with the fastest level of support Matrix Booking can offer. Matrix Booking Support Chat is only to be used for low-level issues and queries about the system.
Support Chat will be available between 9am to 5pm UK Time (excluding public holidays) for administrators only.
You won’t need to enter any of your details, such as name and email address, into the live chat. The chat will pick up that information automatically, so our Support Team can recognise you straight away and assist you quickly and effectively.
Access to Support Chat
To access Matrix Booking Support Chat:
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Once your customer success manager has confirmed that AaaS is live and Support Chat has been switched on for your organisation, select the ? help button. The Help dropdown will appear.
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Select Start a support chat. The Matrix Booking Support Chat pop-up will appear.
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Select Chat Now.
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Enter your question in the text box provided to be connected with our Support Team.
Supporting information
Although you can use Support Chat on a mobile’s web browser, we strongly recommend using the Support Chat on a desktop with a dedicated web browser, along with all the other Admin features.
As Support Chat is for low-level issues and queries, if there’s a fault, issue, or bug within the Matrix Booking system, this will still need to be raised as a support ticket .
All data is stored within the EU by Zoho as outlined in our list of sub-processors . All chats will be retained for the duration of your contract and will be logged within Zoho CRM against each individual customer contact.
If you have any questions about this service, contact your customer success manager .