8 Ways to Get Customer and Tech Support from Kajabi
Dec 12, 2022If you ask online business owners and course creators who use Kajabi what their favorite features are, many of them will have "the amazing customer support" on their list. It's something Kajabi has always put a lot of effort toward and it shows.
It also makes them stand head and shoulders above other online course platforms and all-in-one platforms who don't treat their customers nearly as well.
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In case you're new around these parts, I'm a Kajabi expert who likes to help others discover and utilize this awesome platform.
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I Know Bad Customer Support When I See It
I was a virtual assistant for 12 years so between my own business needs and those of my many clients (small business owners), I used a TON of software.
As I learned each one (always on my own time, never the client's), I depended on each company's customer service and support.
And I'm here to tell you: Most of them are quite lacking.
Also, think about running your business on self-hosted WordPress. Customer support - what's that? You're completely on your own, baby! If you're SUPER tech-savvy, maybe you get off on that, lol. But most of us don't.
Here's What Bad Customer Support by a SaaS Entails
Here are some of the hurdles I used to run into when using other course platforms, email marketing services, all-in-ones, etc.:
- No way to talk to a real person, just a bunch of (usually outdated) help files
- No company-provided way to learn the system, leaving me to search Google and YouTube for tutorials. And bonus points if any given tutorial I found was from this century! 🤞🏼😂
- If they had a help chat, it had very limited hours
- Any webinars or videos found from the company were so old, the dashboard and outcomes didn't match what I was seeing on my screen
Needless to say, it was all a very frustrating experience, grrrr!
The Difference in Customer and Tech Support with Your Kajabi Account
All those "don'ts" are why I was SO glad to find Kajabi where NONE OF THE ABOVE is true. What I've found is that Kajabi provides all of this instead:
- Multiple ways to talk to a real person - chat, email, 1:1 calls, live webinars, Facebook events with live Q&As, and more
- Extensive and current help files with both written and video how-to's, an active YouTube channel, and no hunting around Google for help from rando's because ... Kajabi University!
- Chat is available 24/7 if you're on the Growth or Pro Plan. And if you're on Basic, you get chat during extended business hours. If you need chat help outside of those hours, you can email support and they'll get back to you - usually within hours but certainly no more than a business day, in my experience
What Is Customer Support Even?
What's involved with customer support, specifically when it's being provided by a SaaS (software as a service) like Kajabi?
According to HelpScout.com:
SaaS customer support is the act of assisting customers during both the pre- and post-sale journey with your product. When customers run into trouble or have questions, your support team will be there to provide answers and help them find success with your product. Your SaaS customer support team may also be responsible for continuing education for your customers in the form of webinars, knowledge base documentation, and other educational resources.
The Kajabi support team very clearly takes all of this to heart and provides everything to their customers that is outlined by HelpScout (one of the leading help desk softwares).
Why You Should Care About Support from Your SaaS
I think that customer support is an unsung (Kajabi) Hero. When people are looking for a platform to use for their business, especially for an all-in-one like Kajabi, it's an often-undervalued feature.
Everyone asks "how many people can I have on my list?" or "can I sell both digital and physical products?" You rarely hear anyone inquire: "How's the customer support?"
But let me tell you, if a company's customer support is lacking, it can have a HUGE impact on your business.
Sneak peek of some ways you get support from Kajabi!
Worst-Case Scenario of Bad Customer Support
What if they have no live chat support and the only way to reach them is via email with a 4-day response time?
What if their support files aren't thorough and actually helpful?
What if they aren't active on their social media channels and you have literally no way to get their urgent/emergent attention?
Imagine you have your biggest launch of the year happening tomorrow when all of a sudden your automations stop working? Now THAT'S a time you're really going to appreciate and fully value customer support.
So even though customer support isn't a "sexy" feature of Kajabi's, it's a super-important one in my book!
8 Ways to Contact and Connect with Kajabi
ONE: Welcome Call During Free Trial
Your Welcome Call is a 30-minute call to help you get the most out of your trial period with Kajabi.
I joined Kajabi so long ago (2016) that I don't remember having a Welcome Call. But if I were brand new to Kajabi and having my Welcome Call during my free trial, I'd probably use it like this:
Tell them a little bit (in broad strokes) what I planned to use Kajabi for and just make sure it sounded doable to them and, if so:
- Ask Kajabi what 3 things I should do first
- Ask them for a list of links for the best resources to learn Kajabi and get me started toward my goal
But the cool thing is that the call sounds very fluid so use my ideas or make your own list!
TWO: Activation Call for New Customers
After completing your welcome call during your free trial period, you will be eligible for a more detail-oriented, strategy-focused 45-minute Activation Call once you sign up as a Kajabi customer.
Again, if it were me, I'd prepare a list of 3-5 things I want to cover now that I've been using Kajabi for 30 days during my free trial.
I'd also be very open to their guidance. Kajabi customer success staff talk to entrepreneurs like us all day, every day. I'm sure they have tons of gems and will bring up things we haven't even thought of!
Bonus: I was also offered a 45-minute call when I was 90 days out from my Annual plan renewal!
"What better way to prepare for your upcoming renewal than by scheduling a strategic one-on-one session with a Customer Success Manager? These Zoom calls are 45 minutes of uninterrupted time to discuss anything that’s valuable for you."
As a customer since 2016, I'm really impressed that they're still offering to support me in this way!
THREE: Live Chat
This is probably the most-used Kajabi support channel! You can access Live Kajabi Chat right from your dashboard so it's super-handy to get technical support when you're working in your account, especially if you're in a rush and don't have much time.
Your Kajabi live chat session may start with an AI bot who will attempt to answer your question by referring you to helpful resources. But if their suggestions don't address your needs, you'll be assisted by "a real person", don't worry 😂
When is Kajabi Live Support Chat Available?
That's a great question because the answer does depend upon which pricing plan you're on, as follows:
Basic Plan - access Live Chat during business days from 6am-5pm Pacific Time
Growth and Pro Plan - access Live Chat 24/7
Access Add-On Plan - access to Live Chat remains during business hours (Basic) or 24/7 (Growth/Pro)
However! With Access also comes SIX 1:1 sessions with a Kajabi Customer Success Manager. "They'll provide guidance based on your unique business and help you utilize the platform to the fullest." (So it sounds similar to the free calls you get while on trial and as a new customer, but holy cow, 6 of them, yeah!)
FOUR: Email Support
Every customer on every plan gets email support from Kajabi. The email address to use is [email protected] or fill out this request form any time of the day or night. This is great for questions you have that may not be as urgent since it may take a little longer to receive a response than if you use Live Chat.
I don't see a timeframe or estimate from Kajabi anywhere in writing. However, in my experience, it's never more than a business day before they respond.
Please instead use [email protected] if you have a question about your plan, credit card on file, want to change from monthly to annual, want to add Access, etc. In my experience, they don't answer "after hours," only during business hours.
So don't do things like wait until 6pm on a Friday to decide you want to change your plan level before you get charged on Saturday 😂
FIVE: Live Webinars
Kajabi does soooo many live online events that it's really amazing and, again, far and above anything I've seen offered by other software companies.
Here are just some examples:
- Daily live webinars with Q&A - via Hero HQ
- Free video trainings, a monthly Huddle, and "leave a question for an expert" posts - on the Kajabi Facebook Page
SIX: Kajabi University
Oooh, here's another Kajabi help channel I feel is seriously overlooked! It's called Kajabi University, is available for free in every customer's dashboard, and contains a plethora of courses on not just Kajabi but all the following topics and more.
- Analytics
- Coaching basics
- Courses
- Email marketing
- Facebook Ads
- Finding your niche
- Funnels
- Gamification
- Getting leads and customers
- Lead Magnets
- Legal Basics
- Marketing
- Migrating your course
- Podcasting
- Video making
- Visibility
- Webinars
- Website
Hard to believe but YES, all of Kajabi University is included on your subscription!
Seriously, that's just the tip of the iceberg; there are many more courses in Kajabi University. It's an amazing resource and I wish more people knew about it.
SEVEN: Social Media
Like every software company out there today, you can easily find Kajabi on their social media platforms. What sets them apart is they seems to be much more responsive and interactive with their users than other companies.
At least, that's what I've observed by following Kajabi on Twitter and Facebook for several years now. They actively answer questions and respond to comments that are left; they Like and Retweet any Kajabi-related content, etc.
Whether you're researching if Kajabi would be a good tool for your business, or whether you're already a customer, I highly recommend following them on at least one of their social channels.
Their username on all platforms is - you guessed it - @Kajabi! Well, except their YouTube channel which is @KajabiApp.
In their IG bio, they even have a LinkTree - gotta say, not a fan of that shimmying "Contact Customer Support" button, lol. But hey, it is a fast way to be linked to Kajabi help.
EIGHT: The Kajabi Edge Podcast
I just call it "Kajabi Edge" but the full name is "Online Business Edge" with Kajabi.
Do you dream of quitting your day job and starting a business that gives you the freedom to spend your time in a way you value? Chances are you’re ready to stop living paycheck to paycheck, but you’re also smart enough to know that starting an online business isn’t as easy as today’s influencers make it out to be.
The host Jared Loman (Kajabi employee) interviews successful Kajabians. You get to hear firsthand how to best use Kajabi, be inspired, have questions answered, and hear about what's possible with this amazing platform. I hope you give it a listen!
Summary: 8 Ways to Get Customer and Tech Support from Kajabi
Welp, that about wraps it up! We talked about 8 ways Kajabi is there for you whenever and in whatever way you need help.
Honestly, I counted a total of 15+ ways that Kajabi provides customer service, so I'll probably do another blog post at some point, lol. (They're just so dang helpful!)
Here's a recap with links, so you don't have to use that Scroll to Top button, lol
ONE: Welcome Call During Free Trial
TWO: Activation Call for New Customers
THREE: Live Chat
FOUR: Email Support
FIVE: Live Webinars
SIX: Kajabi University
SEVEN: Social Media
EIGHT: The Kajabi Edge Podcast
Phew! That's a ton of resources to get you tech help and customer support with Kajabi, right? If you wanna' bunch of help links in one place, check out Kajabi's Customer Training page.
I know this is a long, detailed post. But I hope you made time to at least skim it so you know all the various customer support avenues at your disposal as you learn and use Kajabi.
My challenge to you: Click on at least 3 of the links I shared above. In other words, don't just read about how Kajabi helps you - actually go check it out. Once you see how easy everything is to access and what a difference it makes in your happy use of Kajabi, you'll wish you had done it sooner :)
As always, I'm here for you! Email [email protected] or leave a comment below with all your questions.
xo,
