This article is aiming to help you find answers to your questions about Support & Service
Do you offer a hotline service for EV driver support?
Yes, our EV Driver Helpline provides 24/7 assistance in German and English for problems on site. Please reach out to our sales team or book it online if you wish to include this service in your plan.
How can I get in touch for an individual consultation and to get a quotation?
You can start by visiting our "Get Started" page and filling out the form. Once submitted, our sales team will promptly reach out to you to discuss your specific needs and provide you with a tailored solution.
How does Customer Success support me and my company to reach my goals?
Our Customer Success team is dedicated to ensuring your success every step of the way. Through personalized support and consultation, we offer regular appointments to provide tailored advice and guidance. Additionally, we offer customized training sessions and workshops to maximize the utilization of our products and services. With continuous support and proactive intervention, we address issues promptly and identify areas for improvement. Furthermore, our personalized reports allow us to make our service and your success measurable, ensuring that we're always aligned with your objectives.
What are the typical issues that Customer Success can resolve?
Customer Success can address operational challenges, enhance understanding of product logic, and conduct individual problem analyses.
I am missing something in the documentation, what do I do?
If you find something missing in the documentation, you can submit your feedback by simply posting your suggestion on the Ideaboard, and our team will review it promptly. We value your input and strive to continuously improve our documentation based on your feedback.
Is basic support via E-Mail for free?
Yes, basic support via E-Mail is indeed free of charge. Feel free to reach out to us via help@emobility.service whenever you need assistance, and we'll be happy to help.
Do you offer chat support?
Yes! We offer a chatbot which can support on using vaylens and is currently in pilot phase. We also have an agent based chat which supports clients on individual challenges.
What types of training and resources does Customer Success offer?
We provide a range of training options, including eOperate tutorials, deep dives on specific topics such as charger onboarding, and responses to specific queries. Resources available include reports and data exports.
How is the success of my product usage measured?
Success is gauged through various metrics, such as e.g. the commercial performance of charging stations - number of charging points established, hardware failure rates compared to market standards, etc.