Support in Levels

Learning Guide

Let's take a quick look at all of your new support resources. Then, let's get comfortable using them by completing a few challenges.

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Support in Levels

Lesson 1

How do I support my customers?

10ish minutes

Lesson 2

15ish minutes

Try out your new resources

Lesson 1: How do I support my customers?

There’s levels to it

Intro

You are charged with the challenging yet rewarding task of supporting your customers and resolving the various issues with their new banking tool. The tool is intuitive and user-friendly, but with so many robust features, your customers are bound to run into some real stumpers as they use it in their everyday lives. Luckily, we've gathered all of your available support resources and categorized them in a streamlined flow to help you resolve your customer's issues quickly and efficiently. We've organized the resources into levels. When supporting a customer, we recommend starting with Level 1. If that doesn't do the trick, move on to Level 2, then so on and so forth. Take a look at what each level includes with the tiles to the right!

1 of 2

Level 1

Your Expertise

Level 2

The Help Desk

Level 3

MX Support

Additional resources

In-Product Help

Most of the issues you'll be helping customers with will come in the form of "How do I..?" questions. Such as "How do I create my own transaction?" or "How do I set up my budget?" These types of issues can be resolved blazing fast if you, yourself, are exceptionally well versed in your new banking tool. If you know the tool inside and out, there won't be much need to rely on the following levels of support resources to aid your customers. You can walk them through how to complete their desired tasks in a natural, confident way. So, we highly recommend taking a deep dive into your Product 101 resources and completing the included in-product challenges if you haven't had the chance to do so already.

Your Expertise

Level 1

The Help Desk is a one-stop-shop for all of your support needs. It has walkthrough and troubleshooting articles, tutorial videos, best practice guides, and so much more! Think of it as a solution center explicitly built for support champions, such as yourself! When a customer's issue has you stumped, use The Help Desk's search functionality to pull up all the resources you need instantly. Seriously, that's what we build it for, so go ahead and take a look!

The Help Desk

Level 2

It’s a support center, it’s a learning hub, it’s amazing

If there is a issue you can’t find a solution for after trying Levels 1 and 2, no sweat! You can escalate it to the MX Support Team with confidence that we will promptly respond to your customers with the greatest professionalism and care. Our support teams' response time on tickets is generally within one business day, and we're oftentimes even faster than that. Typical business hours you can expect are Monday - Friday 9:00 am - 5:00 pm Mountain Time. You'll need to submit a support ticket through the MX Support Portal, and you can also leave feedback and submit feature help requests. Check out this video on how to use the MX Support Portal!

MX Support Team

We have your back

Level 3

Your new banking tool has self-help resources baked right in! The "Help" feature in your new tool includes walkthroughs, support articles, and FAQs. Think of it like a mini help center your customers can access on their own. We recommend checking out the "Help" feature for yourself so that you can confidently refer customers to it in the future. Helping customers help themselves will make your job a whole lot easier, so check out this overview video to get started!

In-Product Help

Teach 'em to fish

Additional Resources

Note: The video talks about users being able to submit a ticket through their personal accounts. Because we want you to be the face of support, we have turned this feature off for your account holders. However, they still will have access to the support articles and FAQs, so this is a great resource to share with them.

Lesson 2: How do I support my customers?

Give it a whirl

Intro

Now that you know all the resources you have at your disposal and are familiar with our recommended support "Levels" flow, try it out for yourself. The three challenges in this lesson include issues from actual customers. Read through each issue, and resolve them using your support "Levels." Well, since this is practice, don't bother with Level 3. Let's leave the MX Support team out of this one. Below is another link to The Help Desk if you need it. Good luck, have fun!

2 of 2

Challenge 1

Accounts Issues

Challenge 2

Transactions Issues

Challenge 3

Misc. Issues

Complete the challenge below to earn a Brownie Point! Remember, the more points you earn, the higher your chances are to win a prize.

Support in Levels

Great work! You now are equipped with everything you need to resolve your customers' issues with ease. Oh, and don't forget, you can always revisit this learning guide down the road if you need a refresher.

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