Already A Membee User? Need Help?
Getting support is easy and in fact, we have dedicated an entire site to making sure you get everything you need out of Membee Complete and Membee. In addition to access to concise documents, and videos, the site is also where you connect with the best of our support, our humans!
How We Inform You
Subscribe to the Latest Buzz
Bee in the know by subscribing to our blog. The blog is your definitive resource for the latest new feature announcements, tips from Membee, and success stories of fellow Membee users achieving new levels of organizational success through Membee. It never hurts to learn more and see how you can use Membee to your advantage!
Membee users are automatically subscribed to the Latest Buzz.
Membee’s Status Website
Membee is always working to ensure our services are up and speedy. Although very rare, issues could arise and our services may experience minor interruptions and issues. And occassionally, we will update our infrastructure servers in order to ensure maximum performance. Membee Status provides you with the latest information about the status of our services and planned maintenance windows. If you think Membee is having an issue, checking membeestatus.com should be your first stop.
Alert Bar
Each time we post an update to Membee, introduce a new feature, or have something important to tell you about, we will activate an alert bar, which will be displayed at the top of every page in Membee. This makes it easy for you to keep up to date on all the cool stuff we have going on!
Release Notes
Each time we release an update to Membee, we publish a summary of the enhancements as release notes. As a Membee user, you are subscribed to our release notes and you will be notified via email each time we post a series of release notes following each update to Membee.
Follow Our Socials
While bees are afraid of creatures that ‘tweet’, our bee loves Twitter, Facebook, and Linked In. Follow us all our socials found below:
How We Support You
Ask a Detailed Question
Sometimes, the question you have may be a little more involved, maybee (nope, not a typo) you want to show us a screenshot or your issue may take us some time to investigate before getting back to you. Either way, Membee’s Help Desk ensures that no issue slips through the cracks until it is solved to your satisfaction. You can ask as many questions as you like and your complete support history is retained in Membee’s Help Desk for easy future reference by you. Don’t take our word for it, see how our users rate us now!
Chat With An Expert
It’s like having a Membee expert sitting bee-side you! The built-in chat feature is accessed through the Help link at the top of every Membee page so you can quickly bounce a quick question off an available Membee client support team member. A copy of the conversation is automatically sent to you when the chat closes and will appear in your ticket history for your future reference. If no chat agent is available, Membee automatically provides you with the option to submit a support request so we can follow up with you.
Help From The Hive
This is Membee’s ever-growing knowledge base where we post the articles that help you get things done in Membee. With a click away, you can access all the Help within Membee. These are not only step-by-step instructions, but are also tips and tricks to help you extend your use of Membee and make sure you are getting the most out of your investment. Are you a visual learner? No problem – Membee is a bit of a movie-nut and includes short videos to assist with your learning experience!
Customized Help For You
Sometimes when and if you need some customized help, a one-on-one consultation session is an excellent investment. This service is most often employed when a client organization loses a key staff member and they need to get a new person up-to-speed quickly. These sessions are offered on a first come first served basis.
How We Improve
How We Exterminate Bugs – Not 🐝
Everyone hates bugs in software and we are very serious about eliminating them. We have built mechanisms into our systems to help identify them, get them fixed and keep them from happening again. When one is discovered, we assess how nasty it is, prioritize it, fix it, test it, and update the Help From the Hive documentation if needed. We also document it in the Membee’s Release Notes so everyone knows it has been exterminated.
Service Level Guidelines
Nobody wants to wait for answers so we hold ourselves to an industry leading level of service that strives to ensure that 95% of users are contacted within 2 business days from when they ask a question and at least 65% of those questions are also solved in a single response.
Client Satisfaction Rating
Are you satisfied? You tell us how we are doing by rating your satisfaction with the service our team has delivered. For every support inquiry with our client services team, you will receive an email within 48 hours containing a one question survey – rating the satisfaction of your experience. Membee’s professional Help Desk is powered by Freshdesk will route your feedback to our client services team.
Enhancement Philosophy
In a nutshell, our enhancement philosophy is very simple and is driven by three key points: Make the software more relevant to users with each passing year of usage. Perfect features that help the largest group of users. Avoid anything that detracts from the first two objectives – clutter detracts from ease of use.
Upgrade & Update Process
How does your organization update Membee? We apply fully tested updates to Membee early Sunday mornings to ensure those updates don’t happen in the middle of the working day for Membee’s international clients. The following Monday morning, simply login and all the new features are there! On average, updates to Membee happen every 4-5 weeks so that we have a set of enhancements that are realistic for users to review and put to work.
Implementation Process
No matter which subscription you choose, an Implementation Coordinator (IC) is assigned to you and with your input, completes the system setup tasks for you. We want you focused achieving results, not completing setup tasks. There is no cost for the services of the IC.
