Module 1: All About Getting Help
In this Module:
- Accessing the Help Center
- Using the self-help Beacon
- Contacting the Customer Concierge team
Module 1 practice quiz
Prefer to read along?
If you wish to follow along with the script, or just prefer reading, a complete transcript of the video can be seen below.
Hi there! This is Ellie with the Delighted Customer Concierge team.
These videos will walk you through all you need to know to get started with Delighted—the fastest and easiest way to gather actionable customer feedback. We’ll start by showing you how to access our Help Center articles, launch the internal support Beacon, and reach out to our Customer Concierge team.
Delighted is designed as a self-serve platform, with an intuitive UI and tons of resources (like these videos!) to set you up to become a Delighted expert.
First, let’s dive into our Help Center. The Help Center is updated constantly by our Customer Concierge team to keep it up-to-date and as helpful as possible. To open the Help Center, click on the Help Center link at the bottom of your Dashboard or type help.delighted.com into your browser.
The Help Center’s search tool and its topical navigation make it easy to find answers. Click on any of the main topics and drill down for a list of articles, such as the ones listed in our Getting Started with Delighted section. Each article also contains a table of contents that walks you through every topic it will cover.
While you’re working in Delighted, you can conveniently access resources using our self-serve Beacon. To access the Beacon, click on the purple icon in the bottom right-hand corner of any page in your Delighted account. The Beacon is context-sensitive, so it knows what page you’re on and suggests articles that might be helpful. You can click on any of these articles to read them within the Beacon!
The Beacon also lets you search for specific topics. For example, if you enter “Alerts,” and then click Search, you'll come to an in-depth article about the alerts feature. If you prefer a full-screen version of an article, click on its title to open up the Help Center in a new tab. You can navigate back to Delighted in the original tab when you’re done reading! Click an article’s close button when you have finished reading. Click the Beacon’s close icon to close the Beacon itself.
If you have questions that aren’t answered in our Help Center, you can take advantage of one of our premium features: the Customer Concierge team. Our Customer Concierge Team strives to provide a white glove service every time you interact with Delighted, and we’re committed to empowering you to become a Delighted expert. We can help with everything from technical troubleshooting to programmatic best practices.
There are three ways to reach out to the Customer Concierge team. The first is simply emailing firstname.lastname@example.org. Be sure to include any details about your question, your Delighted account email, and the project that you’re working in. The second is through the Help Center: at the top of the Help Center, you’ll see a Contact button. Clicking this will draft an email to our team that you can fill out! Finally, you can also contact us directly within the Beacon by clicking on the “Ask” button. You can also view previous messages you’ve sent us from the Beacon here!
Now you’re an expert in the ways to access the self-serve resources that Delighted offers, as well as how to reach out to the Customer Concierge team! We’ll see you soon for Module 2.