Feathr is a team of helpful people who love serving our customers, and we have your back when you get stuck. Sometimes it's tough to know how to find the answer to your question or who to contact, so learn about your options below.
Self-serve Resources
The fastest, easiest way to find the answer to your question at any time of day is through our help and training documentation.
The Help Desk is a searchable resource with how-to articles and best practices. Many articles also feature in-app screenshots and videos.
Training Courses are available to all Feathr customers on-demand, and they focus on each module in-depth.
Product Support Team
If you encounter a bug in the app, get an error message, or something's just not working correctly, the Product Support team is there for you! They can also connect you to the right Feathr team member if you have questions about billing or other license inquiries.
In-app Chat is available during Feathr's business hours (subject to change, currently Monday-Thursday 9am-5pm Eastern). Click the Chat bubble in the bottom right corner of the app to reach a Support Representative who can provide live troubleshooting of any technical issues you encounter.
Use the Support Inbox outside of business hours or any time you don't need an immediate reply. The in-app Chat button will say Support and send your message to the shared inbox, so you will get the fastest reply once the team is online.
Onboarding
During the first 30 days of your Feathr license, we set you up for success with a dedicated Onboarding and Training Specialist who leads in-app product training and answers questions about getting started.
After your kickoff call, you should have the email address of your Trainer, or use this handy page to schedule your next call. Have a general question about your Training options? Send us an email!
Implementation Services
Have questions about your Implementation project (also known as concierge or managed services)? Reach out to your Campaign Manager directly with questions.
Customer Success
Once you graduate from Onboarding, your go-to point of contact at Feathr is your Customer Success Manager (CSM), who works with you to help you get the most value out of your Feathr license. If you need the email address of your CSM, reach out to the Customer Success Team inbox, and they'll connect you.
Accounting
For general billing questions, check out our Finance FAQs then reach out to Product Support or your CSM. If you have an issue with a payment (e.g., receiving an error message when paying online or a problem sending a payment), reach out to our Accounting Team.
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