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SUPPORT 🤝 HELP!
If you are experiencing any problems with your Vincere account or have any questions about using the service, please do not hesitate to contact our support team. Here's how you can find help and get in touch with us:
⭕ Inside Vincere
To access support options, click your profile picture in the top right area of your screen. From there, you will find:
Help Centre: Access our knowledge base of guides and articles.
Contact Support: Got a quick question about Vincere? please click on Contact Support to reach out to the Support team.
Report an Issue: If you encounter an issue, please click on Report an Issue to raise a Technical Support Ticket 🎫.
⭕ How to Contact Support
For quick questions not covered in the Help Centre, you can use the "Contact Support" feature to send us a message.
Chat Button: Click on the chat button at the bottom right of the screen. This will open a chat box where you can send a message, copy and paste text, and images, or send links describing your concern.
Home Tab: Reach out for help from our AI Agent or the support team, and track the newest update articles about the system.
📝 Note: If you're not satisfied with the response from the AI Bot, please click on "Talk to a person"
Messages Tab: Check your previous conversations.
Tickets: Track your support tickets.
Help Tab: Find help articles.
⭕ Help Centre
The Help Centre is the best place to find information on how to get the most out of Vincere. It features articles covering everything from setup to application. You can also search for specific topics using the search function at the top of the page.
⭕ Report an Issue
If you encounter any issues with Vincere, you can report them by clicking on the "Report an Issue" link when you click your profile picture in the top right corner of your screen.
⭕ 24/5 Support
We provide support 24 hours a day, 5 days a week, ensuring assistance in your time zone.
This is the best place for you to clearly outline your issues, provide screenshots, and give us all the details we need to assist with your query. We’ll respond with clear answers, instructions, attachments, or links that will provide you with the best solution to get you back up and running as quickly as possible.
We want to help you get the best out of Vincere. That's why we've created Customer Success Plans (CSP) that go above and beyond just technical support.
⭕ Business Impact Guide
We prioritize support based on the impact on your business:
P1 (Critical): The system is not available.
P2 (Major): A major feature has stopped working.
P3 (Moderate): A feature is not working as expected.
P4 (Limited): Question about how to do something or a minor error.
⭕ Training Options
To ensure you get the best out of Vincere, we offer various training options:
🧑💻 Webinar Portal
We have a large range of webinars available for you to watch at your convenience. Whether you want to look at basic workflows, get an overview of how to search, or walk through our Intelligence suite, there’s something for you on our webinar page.
👉 Register for Webinars on our website.
If you prefer bite-sized training, we also have short training videos accessible 24/7 in our YouTube Training Hub.
💻 Private Training 🔏
Our training courses, such as the Vinny Pro Academy and Accelerated Training Academy, focus on Vincere's best practices and help you work efficiently.
We can also create custom training plans based on your specific needs.
All sessions can be delivered privately, tailored for your company’s employees, and scheduled at convenient times. Pricing depends on various factors.
Request a Quote for more details.
🏢 On-Site Training
For those who prefer face-to-face learning, we offer on-site training. This can include classroom-style sessions, workshops, and ad-hoc Q&A. Training days will equip your superusers with best practices, analytics, search workshops, and more.
Currently, on-site training is available for our UK & Sydney/Melbourne customers. If you are further afield and interested, please drop us an enquiry using the link below to discuss options.
🤩 Net Promoter Surveys
Your feedback is invaluable to us. We regularly ask for feedback to improve and evolve Vincere to better suit your needs. From time to time, you’ll see an in-app pop-up asking for your feedback. Please share your thoughts—good, bad, and everything in between.
By following these steps and utilizing our support and training resources, you can get the most out of Vincere and ensure your experience is smooth and efficient. If you have any questions or need further assistance, don't hesitate to reach out to our support team.