A New Way to Get Help: Watermark Messaging

Watermark has a new way to get help when you need it!

Introducing Watermark Messaging!

Watermark Messaging is conversational support that is both real-time and ongoing and is available from the Watermark Help Center for all Watermark products (excl. SS&E, formerly Aviso).

Please take a look at the quick video walkthrough below:

 

FAQs

How is Messaging different from Chat?

What hours is Messaging available?

Which Watermark products is Messaging available for?

How quickly will I get a response?

What happens if I switch windows in my browser or need to step away?

Can I send file attachments/ screenshots?

Can I see a copy of the conversation transcript?

Can I still email or call Watermark Support?

 

How is Messaging different from Chat?

Messaging is an asynchronous conversation. Unlike Chat, your session will not end if you need to step away or click away. You can leave and come back to the conversation at any time.

Messaging also can help answer common questions by offering knowledge articles based on your question. If you still need assistance, you can chat directly with a Support Team member.


What hours is Messaging available?

Messaging is currently available US Eastern Time business hours: Monday- Friday 8am to 6pm ET. If you request support outside of this time window, your request will not be lost, but will be responded to as soon as a Support Team member becomes available.

 

Which Watermark products is Messaging available for?

Messaging is available for all Watermark products except for Student Success & Engagement (formerly Aviso), but we hope to go live with support for this product in late summer to fall 2023.

 

How quickly will I get a response?

During available hours, our median response time is less than 3 minutes.  A skilled Support Team member will respond to your request as soon as they are available.

 

What happens if I switch windows in my browser or need to step away?

Your Messaging conversation will still be there. You can continue the conversation at your convenience.

 

Can I send file attachments/ screenshots?

Yes! Providing screenshots is a great way to help our Support Team understand your question. Our Support Team members can also share screenshots and images with you through Messaging.

 

Can I see a copy of the conversation transcript?

You can see the entire conversation in the messaging widget at any time.

 

Can I still email or call Watermark Support?

You can absolutely email support, click Submit A Request to fill out a web form, or call our support number. Messaging is another way to contact the Support Team and we hope you will use it when you need some assistance quickly.

 

 

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