Rate Zelun and its support

Zelun asks for your opinion in three ways, all optional:

• When a support conversation is closed, you can rate it Helpful or Not helpful, with a comment if you like.
• When the support assistant answers, you can say whether it helped with Yes or No - talk to a person.
• Every quarter, the owner sees How likely are you to recommend Zelun? and answers from 0 to 10, with an optional comment.

Ratings, scores and helpfulness marks are visible only to the Zelun operations team. No user of a business can read them, not even their own past answers. A low score opens a support conversation so someone can reply to you.

1. The quarterly question appears only in the admin, never by email or text message, and only to the owner, not to other staff.
2. It appears only when all of these hold: at least 60 days have passed since your first paid subscription, you have not answered or skipped it in the current calendar quarter, you have no open support conversation, and your company is not paused or lapsed.

Answer the quarterly question

1. When the conditions are met, signing in as the owner shows a window with the question and the numbers 0 to 10. 0 means not likely and 10 means very likely.
2. Choose a number. Send becomes available once you pick one.
3. If you like, write something in Anything you’d like us to know? (optional).
4. Press Send. If your score is 7 or higher, you see Thanks for your feedback.
5. If your score is 6 or lower, Zelun opens a support conversation with your score and comment, and tells you that support will reply there.

Skip the question

1. Press Not now. It counts as a skip: you are not asked again until the next quarter.

Rate a closed support conversation

1. Open Support and go into a closed conversation.
2. Under How was this support conversation?, press Helpful or Not helpful. You can first write a Comment (optional).
3. You see Thanks — your rating was saved. If you rate again, the new rating replaces the old one: each conversation keeps just one.
4. Rating is optional and does not stop you from reading or reopening the conversation.

Mark an assistant answer

1. Under a support assistant answer, next to Was this helpful?, press Yes or No - talk to a person.

Your clients see none of this: the question, the ratings and the marks are only between you and Zelun.

• Expecting the question if you are staff. Only the owner is asked.
• Not seeing it while a conversation is open. While you have an open support conversation, the question does not appear.
• Thinking that skipping postpones it a few days. Skipping counts for the whole quarter.
• Looking for your past ratings. You cannot view them; only the Zelun operations team sees them.
• Expecting a reply to a high score. Only a score of 6 or lower opens a support conversation.

See the articles about the support assistant, support reply time, ideas and how to get help.