Live365’s world-class Support team is always standing by to help new and existing customers through their preferred form of communication. We offer email, phone, and live chat support. Not to mention, a ticket portal to manage your requests with us, along with a knowledge base full of tutorials and help articles, all to help you start and run your station like a pro! In this article, we break down everything you need to know about our unrivaled customer service.
Experience
The Live365 Support team provides the highest quality of support to our broadcasters, and this high level of customer care is something we’ve been consistently building upon. Even with a small team, they have decades of experience in customer support, and are ready to help with even the most complex questions! Our team has worked with a wide range of stream encoders, automation systems, programming formats, and technical setups. If they don’t personally know the answer, they will do everything they can to connect you with someone on our team who does.
Expertise
In addition to the Support Specialists on our team, we have multiple team members who have expertise in specific internet streaming aspects that you can utilize to grow your reach. Our Setups team ensures that your apps and add-ons are provisioned and delivered to you in a timely manner. Our Technical Support Experts analyze and troubleshoot complex scenarios, and will advocate for you in regard to any software bugs so that our Engineers can quickly deliver bug fixes. Then, our Ad Revenue Specialists ensure you receive your correct revenue payment any month you apply for it!
Self-Serve Knowledge Base
As a first resource, we offer an extensive knowledge base for our customers that consists of guides, FAQs, and tutorials – from starting your station, to the trade tips and tricks, to making sure your station is the best it can be. For almost any question you have, we have in-depth information, graphics, and guides to help walk you through answers and processes.
While our self-serve knowledge base is a great place to start when you need assistance, we all know sometimes you just need to get in contact with a human. Enter our world-class Support team.
How to Talk to Someone
We provide several communication channels to try and match our customers needs: ticket portal, email, chat, or phone support. We understand some may prefer one way of communication over another, but if you are wondering when you should use each method, below are some insights on which method to use when.
Written Communication
You can send an email, submit a ticket, or start a live chat with our team. Email and submitting a ticket are always the guaranteed way to contact our Support team at any time of day, with a response time of under 24 hours. Meanwhile, chat is a great option for when you have questions during business hours.
Email
Email is a super quick and easy way to contact us here at Live365. All you have to do is send us an email at help@live365.com detailing what questions or concerns you may have, as well as any relevant screenshots. We do encourage the email to be detailed to help us get you the correct answer as quickly as possible and limit the need for back and forth communication.
Ticket Portal
The ticket portal is similar to emailing us, but you're starting your ticket within our help desk, rather than via email. On this page you'll find a form to submit a ticket, with a number of required fields. The ticket portal does have some advantages as it shows you the status of your ticket, and helps our Support team members understand the question or concern you may have due to the fields you must complete on the form. This ultimately helps the team assess your request and respond to it accordingly.
Chat
Live chat is a great option when you have quick questions or concerns during business hours. We've introduced chat, accessible in the bottom right corner of your dashboard, so you can get help seamlessly. While chat may not be optimal for more elaborate questions or concerns that will require more communication and follow-ups, it's a perfect option for the smaller things that you need to get resolved without even leaving your dashboard.
It's worth noting that one main benefit for using the ticket portal or emailing us at help@live365.com is the ability to refer back to the suggestions and materials provided by our Support team. Oftentimes when phone support is used, it can be difficult to remember everything that was suggested, even with the follow-up summary email that is provided by our team. With the email or ticket portal, you can refer back to the steps and solutions provided over and over again!
Phone Support
Phone
We've recently expanded our phone support to be available Monday through Friday from 9am-6pm ET. We understand some of our broadcasters want to pick up the phone and talk to us, so we've introduced more phone support during our business hours. Any day during the work week, if you have a question or concern, give us a call at 844-548-3365. A quick phone call is best for smaller questions or concerns that can be resolved pretty quickly with an uninterrupted conversation.
Scheduled calls
Lastly, we also provide phone/video chat support by appointments. These appointments give our team the ability to dedicate a set amount of time to solely focus on your needs, along with the opportunity for your Support Specialist to prep for your specific questions and scenario, making it a productive use of time. We have three duration options for appointments: 15 minutes, 45 minutes, or 90 minutes. Across the options you can choose between a phone call or video call via GoTo Meeting. We strongly recommend the video option, but understand that phone calls work better for some of our customers.
Note: If you’re going to need to screen-share during your appointment, then you need to select the GoTo Meeting option. This same phone vs. GoTo Meeting logic applies to all durations of appointments, however it’s highly likely that a longer appointment will be best suited for a GoTo Meeting – to enable a screen-shared walkthrough.
Here’s an explanation of the options available to decide which is best for you:
- The 15-minute appointment is perfect to assist with any short support, billing, or technical questions. You might choose this option if you have a quick question that you prefer to be answered verbally over the phone. Subjects might include confirming a billing change, or asking about something technical that has a concise answer.
- The 45-minute appointment is a great choice for any technical questions, account management, or new customer setup topics. Some examples of this could be having trouble with using the dashboard, music not playing, or any other problem you may be experiencing with your station.
- The 90-minute appointment is intended for our new broadcasters, so that we can assist with the onboarding process.
Using phone support is an easy way to have a dedicated, constant conversation with a Support team member instead of using email, which can slow down the resolution time – especially in complex scenarios. This also allows the Support team member to see your screen and demonstrate how something works if that is what is needed.
There you have it – our full suite of support options so you're set up for success. If our extensive knowledge base doesn't answer your question or you want to talk to a person for personalized help, our acclaimed Support team is ready to help you with any questions or issues, small or large. Whether your prefer email, chat, or phone, we're always just a message or phone call away.
Don't have a station with us yet? Live365 offers a range of packages to fit the unique needs of broadcasters. As a one-stop shop for internet radio stations, Live365 provides powerful streaming tools, analytics, monetization, listening distribution, and the option for licensing coverage. Get started here with our 7-day free trial.
Discover thousands of free stations from every genre of music and talk at Live365.com. Rather listen on our app? Download the Live365 app on iOS or Android. Keep up with the latest news by following us on Facebook (Live365 (Official) and Live365 Broadcasting) and Twitter (@Live365 and @Broadcast365)! You can also shop Live365 swag and branded merchandise at store.live365.com!
Article Image: Over a dark violet background, the text reads "How can we help you?" with an email, ticket, phone, headset, and chat icons.
