We’re evolving the way we support you. This new model blends dynamic digital tools with live expert guidance to give you timely insights, real-time visibility, and the right level of support when you need it most. Whether you're navigating day-to-day operations or preparing for big program moments, this resource outlines how we’ve structured support to help you succeed—every step of the way.
Overview
Frequently Asked Questions
Who do we contact when we have questions or issues?
You’ll have dedicated support based on the type of help you need. For technical issues, our Customer Support team (support@betterup.co) is your go-to and can quickly escalate anything more complex. If you have questions or feedback about this experience, please reach out to success@betterup.co.
How will we keep track of our program performance without a CSM?
You’ll continue to have 24/7 access to real-time program data through the People Analytics Dashboard (PAD), along with automated reports and insights. Optional check-ins and office hours are available to support deeper analysis as needed. Many organizations find this approach offers more timely and consistent visibility into program performance than relying solely on a dedicated CSM.
What if we have complex implementation changes coming up?
For complex implementation needs, you’ll have access to self-serve resources, expert guidance during office hours, and clear escalation paths to specialists when deeper support is required.
What if our program isn't successful with this new approach?
We’ve designed this approach with proactive success monitoring in place, including automated engagement tracking and real-time risk alerts. For persistent issues, there's an escalation path to our BetterUp team for intervention.