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Our new support system at Refuel

New Refuel Support System

We’re very excited to launch some major improvements to the way you get support from our Refuel Creative team.

Our previous support methods may have done the job, but over the last 5 years we’ve grown from a team of one to over 12 people in three locations across the world.

We’ve gathered your feedback, and understood that we needed a better way to support you that’s easier, gives you faster responses, available 24/7 for clients in multiple countries, and not limited to any one person’s capacity.

Getting support moving forward

As of now, the best way to get support will be by contacting us:

  • For help, support and other general requests - either by emailing support@refuelcreative.com.au or by submitting a ticket through our Refuel Portal (read more about this below)
  • For any requests that require a quote before we start, or sales - by emailing sales@refuelcreative.com.au

If your request is urgent, please follow up your request with a call to our office on 1300 699 742 (Australia) or (844) 981-0482 (US).

When your task is complete, every task will be followed up with a short feedback survey, so we can more actively and formally collect and respond to your feedback.

Maintaining the human touch

We know many of you like to contact the people you work with directly, and we love that! We’ve had feedback from all our clients that it’s the people they work with that makes Refuel different, and we don’t want to lose that.

We are determined to keep the human contact you enjoy when working with us.

When you email those shared addresses above, the same people you enjoy working with will reply to your email. While you can still email individuals, using the shared addresses will mean faster responses and faster solutions.

When you email these addresses, your email will be logged and turned into a ticket, which will then be allocated to the person you most regularly work with.

The difference is that the tickets raised through the new system will go to the first available person. So if the person you email is on leave, unwell, or otherwise unavailable, the ticket is allocated to someone else, and they’ll help you instead.

Introducing the Refuel Help Centre

We’re also introducing a Help Centre for our most frequently asked questions.

You can access this at www.refuelcreative.com.au/help 

In our Help Centre, you can easily access a range of common questions, from basics like team availability and opening hours, to more complex requests like how to give us access to Google Analytics.

Some articles will be restricted to current customers, so you will need to register for a Refuel account to view them (this will only take a couple of minutes).

Register with Refuel

It will also help you track your existing tickets and raise new ones. This gives you full visibility on the status of your request and who’s resolving it. 

Don’t want to wait for support? You can use our chatbot to search the Help Centre.

Powered by HubSpot Service Hub

As a HubSpot Partner (and HubSpot users!) it made sense to implement HubSpot Service Hub for ourselves. After all, we’ve implemented it for customers, and we love the simplicity of having everything within the HubSpot ecosystem.

We’re confident that this will be a major improvement to the way we deliver support, but we’re always looking for feedback. If you have any further questions or feedback, let us know!