ThinkReservations offers world-class support to our valued clients. We understand that questions and issues can arise during the course of using our products and services. To ensure that our customers get the assistance they need, we have a dedicated Customer Success Department to help. This department is made up of 3 teams: Onboarding, Customer Success, and Customer Support.

When you are in the onboarding process, you receive support from the Onboarding team until your dedicated Onboarding Specialist feels you are ready to be transitioned to Customer Support and Customer Success. The Onboarding team works to get you up to speed on our products and services and make sure you are making use of all of our features.

The Customer Success team assists you with feature adoption and account reviews and provides proactive support. This team works with you individually to help ensure that you are getting the most out of your ThinkReservations subscription, and your feedback is heard.

The Customer Support team helps you when you have questions or issues with one of our products or services. They are available to answer questions and help troubleshoot any problems that may arise. In addition, they act as a liaison to our technical, engineering, and design teams. Support can be reached via phone, email, or live chat.

Your subscription to ThinkReservations includes access to our support and success team and online resources such as videos and documentation. There may be some issues or questions that require extra research, or even third-party assistance. On these occasions, our team will do their best to guide you through the process, but there may be some additional steps needed and limitations.

Generally speaking, if an account owner has the access and ability to make a change in the account, it is the responsibility of the account owner to make it. Our support teams are there to unblock you so you can make those changes. This is generally provided in the form of education and we understand everyone learns differently. We offer self-help in the form of written instructions and videos in the Support Center. We also are happy to walk you through steps over the phone, via chat, or a screen-share session.

If you don't have the time to perform certain steps in your account, you can give account access to other staff or trusted individuals. At this time, ThinkReservations does not offer a managed service where we can act as your staff.

When contacting the Customer Support team, please provide an appropriate amount of relevant information regarding the issue or question. Typically, this means more information. This can include screenshots, specific steps you took before the issue occurred, or detailed instructions of how to reproduce the issue. Having this information beforehand will help expedite the resolution process.

Ensure your initial outreach to support includes questions if you are looking for answers. Detailed questions make it easier for our teams to understand exactly what the concern is or what information you need. This saves you time because you don't have to wait for our team to ask for follow-up information or qualifying questions like:

Our normal business hours are 8AM - 7PM Eastern Time, Monday through Friday. Our inbound support line, email, and chat are monitored during those same hours. For emergencies, we offer 24/7/365 phone support.

You can reach support via phone at 877-736-4195 extension 2. Our local number is 206-6419538

You can reach us via email at support@thinkreservations.com.

Live chat is available via the help portal within ThinkReservations.

Let us know when you call if you feel something needs to be escalated. Our seasoned team does a great job of handling a variety of situations. If you would like to get hold of the Director of Customer Success, ask for him when your email or call. He's best reached via phone; you can reach him directly at 877-736-4195 extension 702. Allison, our Manager of Customer Success is best reached via email; you can write her at allison@thinkreservations.com

We offer training videos in the support center to get your new staff up and running quickly. Beyond that, ThinkReservations customer success and customer support both are available for supplemental training for you and your staff. Most of our client's staff are trained by their managing supervisors as individual company policies often dictate what and how things are done. If you need any training, feel free and reach out to support with questions as they come up, or ask to schedule some time with us.

We will do our best to help as much as we can where it makes sense. We will also be happy to guide you through the process of resolving any issues or answering any questions. However, there may be steps needed to resolve your issue that require changes in your account. As mentioned above, if you can make the change, then it is ultimately up to you or your staff to take the necessary steps.

An emergency is defined as a situation that has a critical and/or time-sensitive nature, such as the ability to process payments or logging into the system. If your issue cannot wait until the next business day, we are here to help. If you believe your issue is an emergency, please contact us immediately. We offer 24/7/365 phone support for such emergencies.