Need support?
Options to get support:
1. Send us an email to support@magentrix.com
2. Or log in to the Magentrix customer portal and submit a case
3. Or check out our support resources below 👇
4. Read the FAQs below 👇
The ✨Magentrix Magic Experience✨
To ensure consistently excellent customer service, at Magentrix, we a have a code of conduct specifically made for the customer experience, which consists of: Friendliness, Smooth Communication, Dedication, Transparency, & Empathy.
The Strategy
The way we go about answering customers is so that, where it’s reasonable, there should be absolutely no need for the customer to lift a finger:
Step-By-Step Guidance
Provide as thorough of an answer as reasonably possible, with step-by-step details - no matter how minor the inquiry may seem.
Effortless Assistance
Never put the onus on the customer to help themselves, when it makes their experience smoother if we instead help them at every step of the way of their support inquiry - making their path as simple as possible.
Clear & Visual Instructions
For example, if they ask where they can find something, don’t just tell them where it is - ensure that you also show them where it is.
The Ultimate Goal
From our documentation:
"Always start with asking, 'Is how I'm handling this matter likely to be an experience that leaves the customer feeling valued and special?'
And if the answer is no, you must continue asking yourself the above question, until you’ve transformed the experience and leave them feeling truly valued – this is when you’ve met the ultimate goal of the ✨Magentrix Magic Experience✨"
The ✨Magentrix Magic Experience✨ Code of Conduct
Be Pleasant
Always maintain a friendly tone of voice.
Keep Communication Smooth
Never interrupt the customer – listen actively, listen carefully, and show patience. If it’s a support case, read their message carefully.
When Writing Responses
Write in a clear, easy-to-understand manner.
Use Complete Sentences
Use complete sentences and proper grammar. If their communication is not clear to you, do not assume you know what they mean. Ask for clarification.
Show Dedication
Start out by communicating your dedication to solving the problem. Example: I will be personally overseeing every stage of your request for a positive outcome.
Always Follow-Up
Customers should never have to ask you for help on the same thing more than once.
Practice Transparency & Build Trust
Always be transparent with the customer about your efforts in resolving the matter.
ALWAYS Show Empathy
This is the key to an excellent experience. Show you understand the problem from their point of view. Put yourself in the customer’s shoes. Some phrases that display empathy: You are totally right – that shouldn’t be happening. Your frustration is truly understandable. I would have the same concerns if I were in your position.
Avoid Answering with “No”
There is always a solution or at least, guidance to be offered. Where reasonable, avoid telling the customer that what they want can’t be done or isn’t practical – always explore all possibilities first.
Be Fast, But Not Careless
Be prompt in your answers but do not be hasty, take the time to come up with a proper solution.
What Our Customers Say
Ways to reach us
What do you need help with?
Technical Support
General inquiries
Sales & Billing
Self-serve support
Here are some resources you might find useful. If you can't find what you need, please contact us.
Administration Guide
Manage security, users, build Reports, customize and configure apps
Access the Admin Guide
Developer Guide
Learn how to build apps on Magentrix and work with the REST API
Access the Dev Guide
Knowledge base
Knowledge, how-tos and short walk-throughs. Solve problems rapidly.
Access the Knowledge base
FAQs
Frequently Asked Questions
What kind of support Magentrix provides?
Magentrix provides standard support for all subscriptions.
That includes email support as well as the online Magentrix Support Center where users can:
• Submit and track help request tickets
• Access FAQs
• View the knowledge base
• Check the ideas forum
Premium support options are also available, for priority service, by phone including extended business hours and a dedicated service rep.
Can Magentrix help me with my implementation?
Yes, when you sign up for a Magentrix subscription we'll be there to help you with every step of the way. From initial configuration to UAT and go-live. (And, of course, we'll be there for you after that too with monthly cadences.)
How do I log in a support ticket with Magentrix?
All Magentrix Administrators have access to 'Get Support' from their portal. From this link, they can communicate with the Magentrix Support teams; as well as track and review previously submitted tickets.
For further steps on how to log in your support ticket from your portal, please refer to this knowledge base article.
What is Magentrix's support Service Level Agreement (SLA)?
We always strive to beat our own records and track cases and resolutions through different metrics on a daily basis. As a guideline, the schedule of our support SLA is as here.
Who will receive or respond to my support ticket?
All tickets submitted are received by the support team here at Magentrix, and is also visible to the customer success and technical teams.
Based on the priority assigned to the ticket, our support team will directly respond back in the quickest manner possible.