Get Premium Support for personalized help with UI

Who is this for?
‍🗣️ Researchers
⭐ Available with Custom Recruit subscriptions and all Hub subscriptions

At User Interviews, we want to ensure that all teams have access to the support they need to be successful. That’s why, along with our standard support services, we offer multiple tiers of a Premium Support add-on for teams who need additional guidance from our team. 

In this article, you’ll learn more about what Premium Support entails and how to set it up for your team. 

Types of Premium Support

As part of our Premium Support add-on, you’ll have access to different types of support from User Interviews, including:

• Project support: Project Coordinators will help your team manage projects from start to finish. They’ll help you find the participants you’re looking for and give guidance for your individual recruiting projects.
• Technical support: Support Specialists will work with participants in your studies to answer any questions and ensure the best possible experience for your users and participants. 
• Success: Your dedicated Success Manager will help make your research more efficient through onboarding, sharing best practices, and staying connected. 

What’s included in each Premium Support tiers

Below is an overview of what each support tier entails. 

At Tier I, you’ll get access to: 

• Project support: A queue-based Project Coordinator, project QA, and manual fulfilment interventions (for Recruit projects).
• Technical support: Live chat and email support, weekend support, proactive expert guidance, and priority support handling and rapid response. 
• Success: A dedicated CSM, live quarterly value and usage reviews, custom usage reporting, billing support, and custom live onboarding. 

At Tier II, you’ll get access to all features of Tier I, plus:

• Project support: Marketing support for participant acquisition (Recruit only). 
• Technical support: Partial payment processing (Recruit only), plus robust Hub configuration for help with branding, creating customized email templates, programming your invite rules and opt-in forms, and more. 
• Success: Ongoing live training. 

At Tier III, you’ll get access to all features of Tier I and Tier II, plus:

• Project support: A dedicated Project Coordinator (Recruit only) and internal participation levers.
• Technical support: API support and access to Product Team for requests.

FAQ

If I don’t purchase the Premium Support add-on, will I still have access to some support from the User Interviews team?

We provide some standard support services for all Recruit teams, but all Hub clients are required to purchase a Premium Support tier. 

What are other avenues do I have for getting product support and strategic guidance from User Interviews?

Yes. If you need additional or different types of support, try any of the following resources:

• The User Interviews Academy for on-demand courses and certifications to help you make the most of your User Interviews subscription. 
• Help Center for technical support documentation and answers to frequently asked questions. 
• Live Chat for quick, real-time help.
• The Field Guide and blog for research best practices and industry news.