There are a few ways Shuffle users can access help.
Knowledge Base or self-support articles. The first step in resolving a customer query is the Knowledge Base or self-support articles, which users can access via the Shuffle app. These articles are a collection of the most frequently asked queries and are in a format easily understandable by all the users.
Level 1 Support. When a user can’t find an answer to their query in the Knowledge Base articles, and they need assistance, they’ll need to contact the Shuffle administrator for your organisation.
It will be your organisation’s responsibility to make your users aware of:
- The existence of Level 1 Support
- Who manages it in your organisation
- How to access support during business hours
- How to access support outside of business hours
Level 2 Support. This is available to Shuffle administrators who need help with any issues that can’t be resolved through the User and/or Admin Portal Knowledge Base articles.
To access Level 2 Support, the Shuffle administrator should contact their local Wilson Parking Shuffle specialist.