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"I received an email saying that some of the integrations are incorrect, and we asked for help. Michael told us to grant admin access on all channels, which we did. Then, he informed us that no one was available at the time we provided, and the process wasn't completed. It's been a week, and we still haven't received any help or response. We're now unsure whether we should go back to Triple Whale or switch to WeTracked instead."
Hi Queen&Collection - This is Michael here. I'm so sorry you didn't get the help you need to complete your onboarding or receive support in a timely manner. If you didn't receive any response, that is completely on us and I will personally review our process to fix the crack this support request fell through. If you allow us, I'm confident we can get you onboarding resolved promptly, and will extend your free trial adequately to ensure you have adequate time for evaluation.
We are committed to making sure all customers get support they need. Our onboarding can be completed self-guided using the onboarding instructions in app and on our help pages.
We also offer guided onboarding to all customers via a zoom call for anyone that needs a little extra help or just wants to review their setup.
Because the integrations to Meta / Google / Shopify require multiple logins, we often end up lacking correct permissions for support to do it on your behalf, even when invites are sent.
So, we do try to book a call with customers needing help, we can knock out an entire onboarding via a 20m zoom call, which helps ensure that we can complete the setup, efficiently and correctly, and have the necessary permissions to do so.
We have an open support calendar for onboarding and support. You can always schedule a time with us directly here or on our website app.calendarbridge [dot] com/book/upstackified/
Again, I'm terribly sorry that you haven't received help in a timely manner. I will also reach out to you directly to see if you are still interested, we can book a time to complete.