Before joining Shape, I was the Manager of a Paid Advertising Department and a Shape customer. I’d often find my team struggling to do their jobs because one of our 15+ software programs malfunctioned. Many times, my team was left waiting endlessly for support to respond to their help requests.
Shape was different. It was one of the few companies my team would reach out to and receive a response in less than 24 hours. Since starting at Shape, I’ve realized that the special support we thought we were receiving was actually the same timely, amazing support every customer receives.
Although email support works well, we believe it's better if our customers can find answers to their questions in the moment without having to rely on anyone else. One of my first goals at Shape was to make asking questions and finding answers even easier for our customers.
Today, I’m excited to announce that we’re launching our new Support Center and Knowledge base to do just that.
Why a Great Support Center Matters
Managing Paid Advertising at scale requires you to make quick, effective optimizations to your accounts. Your time is limited.
We created the Knowledge Base to provide answers to our most common questions and in-depth how-to articles to get you optimizing faster.
Where Can I Find Help?
Starting today, when you log in to Shape, you’ll see a question mark icon in the bottom right corner of your screen. Clicking the question mark will cause a menu to appear.
The Knowledge Base is filled with pre-populated help articles. Use the search bar to find a specific article or choose one from the dropdown menu. You can revisit how to set up a Client or Budget, learn more information on a new feature, or find an answer to a Billing question.
If you don't see an article related to your question, please submit your question via the “Send Us An Email” button or the “Contact” tab. Your question or feedback will go directly to our team who will respond via email as soon as possible.
What Can I Expect?
Our team's goal is to always respond to requests within 24 hours max. Most responses are much faster.
We love to hear from our customers and we hope you’ll submit your questions and feedback. You'll help us expand our Knowledge Base to assist other Shape teams just like you!