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Contacting Our Support Team

You can reach our Customer Support Operations Team via our support widget. Please submit any questions that you may have via this widget.

We have included some best practices below on when to submit a ticket to support, how our support team answers tickets, and what information our Support Team needs to assist you.

Self-Service Through the BetterUp Support Widget

Live on your BetterUp Coach Center, you have access to instant help that is powered by artificial intelligence. This experience has been tested and a widget has been implemented with the goal of enabling you to quickly find the information you need when you need it. Please note that members also have access to this widget.

There are two locations where you can find the support widget:

  1. Inside of your Coach Center. You can access this by clicking on the black question mark at the bottom right of your screen. The widget will then pop up
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  2. You can also access this directly on the BetterUp Help Center, the widget is accessed by clicking the “?” icon on the bottom right-hand side of the screen. 

Write your question in the message field, focusing on keywords (e.g., “What is a Reflection Point?").  The Support Widget will share three Help Center articles based on your question. You will be presented with an option to read the article. If you click the “Read article” link, the entire Help Center article will open up in a new tab.

If the articles presented do not address your question, you can attempt to re-ask it by clicking "Yes, I still need help" or by clicking "Contact Support" to send a message to our Support Team. From there, a support team member will email you back directly with additional information.

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If you notice there is a content gap, please let us know! We want to ensure that you have the most relevant information available to you.

Support's Response Flow to Submitted Tickets

  • Unless you are having email account issues, please be sure that you are contacting support from your BetterUp affiliated email. 
  • When reaching out, please provide us with who this is impacting, what is occurring, and when this started occurring.
  • If multiple tickets are created per issue, you run the risk of receiving multiple responses from multiple agents. For one issue, there should be one ticket.
  • There are times when we have a high volume of tickets and wait times may be longer than normal.
    • Normal ticket volume: You can expect a response from our team within 24-48 hours.
    • High ticket volume: You can expect a response from our team within 48-72 hours. As soon as you reach out to us, you will receive an automated response letting you know that we are experiencing a higher-than-normal ticket volume.
  • If there is a broader issue, our support team works to identify trends and escalates them to the appropriate team.  

What happens after I submit my request?

Our support team answers tickets in the order that they are received. For example, if a ticket is submitted on a Tuesday and another ticket is submitted on Wednesday, the support team will answer the Tuesday ticket first. Please note, if you have a member in crisis or if you are unable to log into your Gmail, we ensure those tickets are deemed as urgent and our team will respond asap.

Our team works to completely resolve all inquiries. Depending on the complexity of our request, we may have to reach out to cross-functional teams to get additional clarity. If you are submitting feedback, we ensure that it gets routed to the appropriate cross-functional team and submitted. 

In addition to this, the team also hosts optional “Office Hours” for you to drop in and connect virtually. For more information on Office Hours, please see Office Hours with the Support Team.

Information Needed to Assist You

For confidentiality reasons, only provide our support team with relevant information to resolve your request. We want to ensure that confidential information is not included in the ticket, such as detailed information about a member's circumstances. That being said, please be as detailed as possible with what the issue is and what solution you are requesting.

  • If this is a member question or concern, please provide us with who this is impacting, what is occurring, and when this started occurring.
  • Screenshots: If you are experiencing a technical issue, please include screenshots, as this will help expedite a resolution.
  • A list of the troubleshooting steps you have already taken. (e.g. Have you tried this in another browser? Is this only impacting one member? Have you reviewed our troubleshooting guide?)

As a best practice, we recommend reviewing your resources:

  • Docebo: Review your onboarding and post-onboarding courses.
  • Your member's Program Details: This is where you will find information on how your member's program was set up
  • Mighty Networks: This is a place where you can get support from other coaches
  • Your recent ticket history with our support team

When to Notify Support vs When to Direct Member to Support

As a best practice, we first recommend directing members to the Member Support Help Center to answer any frequently asked questions. However, there are times when a coach or member may need to reach out to support or their internal BetterUp program lead for additional support. 

Direct Member to reach out to contact support directly
  • When a member is having technical issues with the platform, video, or an assessment. From there, our support team can help the member troubleshoot their issue directly.
  • If a member would like to add contributors to their Whole Person 360 Assessment or if a member would like an extension to the 360 assessment. 

Direct a Member to their internal BetterUp program lead

A member's internal BetterUp program lead is the person within their organization that provided them with the information to sign up for BetterUp. We typically find that this is a contact within the HR or Learning & Development department. 
  • If the member has questions about their specific program and why it’s designed the way it is. This would include any questions on the type of coaching they have and the end date.
  • If a member is requesting an extension to their program.
  • If a member would like to pause coaching for any reason such as maternity leave. 
  • If the member requests to be removed from the program

Coach to reach out to support on behalf of Member
  • It is a rare occasion when a coach will need to contact support on behalf of their member
  • If the member is experiencing a crisis
  • If you need some additional time to complete a Reflection Point. Please note, we want to ensure that Reflection Points are completed at the proper cadence per the program parameters, even for disengaged/inactive members.

Support does not need to be notified in these cases:

  • When a member is inactive: If you believe that outreach from our support team may provide the member with a nudge, please contact support. The support team doesn’t need to be looped in on these requests, otherwise. We do not remove inactive members from coach rosters. Please see Inactive Members.
  • When a member hasn’t completed their portion of the Reflection Point. 
  • If a member would like to take the WPA again: Members can retake the WPA directly from their account. Additionally, If an RP is available, please look into assigning the Reflection Point as opposed to the WPA. 
  • If a member has reached out to you to coordinate an impromptu session outside of the BetterUp platform, we encourage you to schedule the session on the platform after the session has occurred. There is no need to notify support, as you can retroactively add that session to your calendar.