How BudSense Live Support Chat Works
We started BudSense from learning first hand as owner/operators how challenging it was to create and maintain cannabis menus. Everything we do is done with the goal of making retail cannabis easier - and that includes our dedication to support.
We’ve been there, struggling with a technical product and support is nowhere to be found. We do our best to offer real-time support from our team (no robots here) to help you get the best out of BudSense.
Why did we pick live chat support?
We decided to go with live chat support for several reasons.
1 ) Your Customers Come First
Budtenders are often on their feet helping customers, even though phone calls can be nice, it makes it hard to pause them and get back to the problem at hand when a customer needs to be served
2 ) Collaboration
Text support allows us to have multiple BudSense team members review the problem and help out. We often have side conversations to collaborate on how best to solve your problem
3 ) Documentation
Text support allows us to save the conversation and send it to you for all of our records.
How do you access BudSense live chat support?
To get a hold of the BudSense team, you can enter your question into the chat bubble on the bottom right-hand corner of the BudSense platform.
To get the speediest response, include your company, location, question, and any specific examples.
What happens when you send a support question?
We’re all about transparency so here’s exactly what goes on when you send a support request. We use Hubspot as our customer resource manager, it also handles support tickets. We also have a Slack integration that takes the message from Hubspot and into a #support channel on slack.
This is our favorite part of the process because it allows us to collaborate.
When your message comes into our #support channel on slack, our whole team can see it. So our customer support, customer success, and development team are all available to collaborate on your issue and make sure you’re getting the most accurate help possible.
How quickly do we respond?
We track all of our support requests in an attempt to always improve. One of the stats we track is response time.
Our average response time during work hours is 4.2 minutes.
Our average response time outside of work hours is 15.7 minutes.
Only 10% of our support chats have a response time exceeding 15 minutes.
What is the most common Request?
The most common request we receive is inaccurate product information.
This happens typically from a mistake on the POS side or just a data sync that needs to happen. Data entry is often the most challenging part of menu upkeep, it’s tough to keep all of the human error involved to a minimum.
What is the most common solution?
The most common solution is not surprisingly related to the most common request - Inaccurate product information.
The most common solution to this common request is as simple as a POS sync. Syncs occur automatically but oftentimes can be sped up by requesting one manually on the BudSense platform. A manual sync can also be pushed by BudSense users and support isn’t always necessary.
For more common support requests check out our support request blog here.
Learn More about BudSense
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