How we'll work together

SUPPORT SUMMARY:

We have a bunch of resources to help make it easy to get the most out of Black Crow's Platform:

1. Technical Support Requests: For any technical support requests, it’s fast and easy to get help via our Request form, through the chat bot in the portal, or emailing [e-mail].

2. Knowledge Center: Find helpful articles and videos for Frequently Asked Questions as well as Best practices for utilizing our suite of products.

3. Managing Product Configurations: Make configuration changes to the products you have live, update creatives, or schedule creative updates directly in the portal settings. You can also connect additional platforms through our integrations page and add users to access the portal. 

4. Performance & Analytics: Measure and analyze the performance of our products and generate insights about your business in the Black Crow Portal . Set up automated reporting to get delivered directly to your inbox. 

5. Dedicated Customer Success Team: Depending on your subscription plan, you may have a dedicated Customer Success manager that can help answer your questions, help with setting up new products, as well as provide expert support for how to get the most value out of our products. Unsure who to reach out to or need to be put in touch with your customer success manager? Email [e-mail] to get in touch. 

We'll go into more detail on each of these below:

TECHNICAL SUPPORT REQUESTS

• • • For any technical support requests, it’s fast and easy to get help via our Request form in the Knowledge resource center.
    • To start a new request, simple choose a category from our request form: 

• • • Next fill in each of the required fields and hit "Submit" to complete your request. 

• • • • Upon submitting your request you'll receive a response from our support team with the expected time to complete your request. 

KNOWLEDGE CENTER:

• • • Find helpful articles and videos here in the Knowledge Center, ranging from frequently asked questions, how-to articles, to best practices for utilizing our suite of products.
    • You can either search for whichever topic you're looking for in the search bar, select the section you're interested in, or use the section navigation on the left to find any relevant articles. 

• • • If you can't find the information you're looking for, you can use the chatbot in the bottom right corner, or submit a request via our Request form.

CONFIGURATION CHANGES:

In the PRODUCT SETTINGS page in the Portal, you can easily see which product features you have active, and manage the configurations for each:

• You can also connect additional platforms through our integrations page:

• Simply click "connect" for whichever platform or channel you'd like to connect and follow the prompts on the screen to provide access to your relevant account or channel: 

• If you are your business admin, you can add or remove users to give access the portal and set their permissions:

• If you don't have the right permissions but need to make a change, please submit a request via our Request form.

PERFORMANCE AND ANALYTICS:

Measure and analyze the performance of our products and generate insights about your business in the Black Crow Portal .

• For a full breakdown of the different views, see this summary article here. 
  • See topline performance of your business metrics and paid ad channels in our Front Page Dashboard
  • See a performance Overview of your Email + SMS growth products as well as detailed dashboards for each feature
  • See Analytics on your acquisition channels including our Web Analytics, Marketing Channel Analytics, and Multi-touch Attribution dashboards. 
  • See Order Analytics and historical LTV analytics in our Customer Insights Dashboard.
• Set up automated reporting to get delivered directly to your inbox. 

Dedicated Customer Success Team:

Depending on your subscription plan, you may have a dedicated Customer Success manager that can help answer your questions, help with setting up new products, as well as provide expert support for how to get the most value out of our products. Unsure who to reach out to or need to be put in touch with your customer success manager? Email [e-mail] to get in touch.