This guide shows you everything you need to know about supporting your clients - from adding your support contact details to the system so that you're only a phonecall or email away, to logging in as your clients, amending your permissions in their company, and troubleshooting issues.
How your clients contact you
You can make it easy for your clients to get in touch with you outside of iCompleat for help and support by adding your support contact information to iCompleat. Your support contact information is your phone number and email address.
Your clients can then access this information by selecting the resource centre in the bottom-right of their homepage, and then selecting Contact Support. Your support contact information will then appear in a separate browser tab.
To add your support contact information, go to Co-branding setup on your iCompleat homepage, and scroll down to the Support contact information section.
When you've entered the correct details, select Update.
How to support your clients
When your clients contact you for support, there are a number of ways you can help them. To ensure that you can respond to your client's queries quickly and accurately, we recommend that you explore our direct customer Help Centre, which contains lots of handy guides on using iCompleat. It's worth keeping this bookmarked and treating it as a go-to resource for resolving your clients' queries.
You should also read our guide on Troubleshooting common issues, which helps you understand and resolve some of the frequent issues clients may face.
In this section, we'll explore how you can use your knowledge of iCompleat to help a client.
Log into your client's company
When a new client's iCompleat account is created, you're automatically added to their list of users as an Administrator. This doesn't affect their number of assigned users, but it gives you the ability to manage and explore their company as a normal Administrator user would.
When a client needs your support, one of your first steps should be to log into their company and see if you can resolve the issue for them.
To log into a client's account, go to Client Management. Then, to the right of the client's name, hover over Actions, and select Log in.
Once you're logged into your client's account, you can return to your partner account at any time by clicking the link at the top of the screen.
Update your permissions in your client's company
To help your client resolve an issue, you may need to give yourself extra permissions so that you can carry out more actions in their company, like create orders, approve transactions, or access certain reports and features.
To amend your permissions, select Configuration, then Manage users, and select your name in the list of users.
Then, choose your permissions, and select Update user.
To learn more about the user permissions available and what they mean, go to our Help Centre guide on Customising users.
Contacting us for support
If you can't resolve a problem for your client by logging into their company, or by using our Troubleshooting common issues guide, you can contact us for support. You can do this either using our live chat, or by submitting a ticket. Both features can be accessed through the resource centre in the bottom-right of your iCompleat homepage.
