By Eric Cheadle, Platinum Educational Group
There are several ways to contact our customer support agents. The best and most streamlined way is through our chat feature or by phone during business hours.
During our normal business hours (Mon-Fri 8 am-9 pm Eastern) our agents are always in the queue to take your call/chat/ticket request. Keep in mind when we are busy, there may be times when agents can’t pick up the contact immediately. In these cases, customers should leave a message. We will answer all tickets in the order they are received (whether chat message, voicemail, or email ticket). If you call our number, and get the support line voicemail, please don’t hang up. If our ticketing system doesn’t see any voicemail was left, it will not create a ticket for us to follow up on.
When entering your issue, please leave detailed information like the name/email of any users involved. It is important to give us as much information as possible as it pertains to your situation. Especially if leaving an email or voicemail ticket. When someone at Platinum calls or emails you back, it is best for everyone if we already have a good idea of what is going on or where on our site, etc. If getting an error or unexpected behavior, make sure to let us know where it is happening and/or what actions you were doing to have it happen. This can help us a lot in understanding what might be going on, and allow us to try to recreate the issue. This will give us a better understanding of how to help you immensely.
For example, if we get an email that states ‘can’t access test’. When we reach out we’ll have to ask a lot of questions such as, who isn’t able to access the test? What test are you trying to access? Are you a student or instructor/admin? Having this information from the get-go is a huge help in getting your support questions answered more quickly.
The most popular way to get in touch is to use our support chat feature. To do this, click on the ‘help’ button on the bottom right of our webpage. (Screenshot below)
On the help widget pictured below, you can click on suggested articles or use the search bar near the top to search specific keywords to find help articles. To get in touch with support click on the ‘Live Chat’ button on the lower right. If it is after business hours, that button will allow you to submit a help request ticket instead. We will get back to you during normal business hours. However, during business hours click "live chat" and fill out the information and request on the form that follows. Your chat will be initiated, and you can wait for an agent to pick it up. If you leave after submitting the chat start request, it will create a ticket and we can reach out later via email or phone.
As always, we are here to help you. Do not hesitate to contact us.
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