The 4 Ways You Can Get Customer Support From Member Jungle

No matter how simple a system is, there will always be times when you need a bit of help with something. 

At Member Jungle, we have done our very best to make our system as user-friendly as possible and are constantly working on improving it. However, there is always the chance that you will need to reach out for help one day. That’s why we’re also dedicated to providing top-notch support to our users. We want to ensure that you have a seamless experience while using our platform. 

So today, let’s look at the four ways you can get support from your Member Jungle team. 

Quick Summary: How to Get Support

If you need assistance with your Member Jungle system, here are your four primary avenues for help:

• Jungle Vision Guide: Ask our built-in AI assistant for instant answers and step-by-step guidance.
• Online Support Portal: Search our comprehensive library of help articles, FAQs, and instructional videos.
• Support Tickets: Lodge a digital ticket for fast, direct assistance from our Australian-based technical team.
• Online Training: Register for free group sessions, private administrator training, or self-paced online courses.
• Note: We do not offer phone support, as digital ticketing ensures the fastest and most accurate technical resolution for your club.

1. Jungle Vision Guide - AI Assistance 

Your first stop when you need a hand should be Jungle Vision Guide, our built-in AI assistant.

This tool can do a whole lot for your organisation, including generating images, drafting email content, and, most importantly, answering your system questions instantly.

Simply click the Jungle Vision Guide logo at the top of your website's backend and describe your issue. 

The AI assistant will then:

• Explain what you need to do.
• Provide links to Help Articles that will further explain whatever it is you’re dealing with.
• If it is unable to answer your questions, it will help you open a Support ticket so you can get help from a real human.

Let me make it extremely clear that there will always be human support at Member Jungle; we aren’t replacing people with a robot. This tool is here to help make your life easier and give you instant answers without having to wait for a real person to get back to you. 

2. Online Support Articles & Training Videos

While the AI bot is great for helping you find the right support articles, it is not required. You can always cut out the middle tin man and go straight to the source of all the help articles, the Support Site. 

Here, you will find a comprehensive collection of help articles, FAQs, and instructional videos to help you manage your Member Jungle system. This is essentially the equivalent of "Googling it" nine times out of ten, you will find the exact answers you need right here in seconds.

If you want, you don’t even need to go to the support site to find the articles; you can simply click the Help button directly in the backend of your Member Jungle portal, and it will instantly provide links to relevant articles based on the page you are on. 

3. Support Tickets

If you cannot find the answers you need from the chatbot or our online Help Articles, or if you have a specific technical concern, you can contact our Australian-based support team directly by opening a Support Ticket via the Help Portal.

When you lodge a ticket, you will be asked to fill out a form explaining your issue. You can include screenshots and assign a priority level to your problem. Keep in mind that even if you assign your ticket as "low priority", our team will still investigate it very quickly.

Please reserve the "high priority" tag exclusively for genuine emergencies, such as your website going down. Marking a simple problem as high priority will not speed up the response time.

• Response Times: We guarantee a response within two business days, but our technicians usually respond within two to four business hours.
• Operating Hours: Our dedicated support team is available Monday to Friday, from 8:30 am to 5:00 pm (Sydney/AEST).

4. Online Training Sessions

Sometimes reading an article or watching a video isn't enough. Whether you need a refresher on a specific module or have new committee members to onboard, we offer three types of online training to ensure you get the most out of your software:

• Free Online Training Sessions: We run fortnightly Q&A sessions that go for 30-40minutes. Space is limited, so you must register in advance. 
• Administrator Training: We offer private, tailored training sessions by appointment for you or your entire team. Depending on your Member Jungle package, these 1-on-1 sessions may incur additional costs.
• Online Training Course: A comprehensive, self-paced online course designed to walk you through the system from start to finish. You can complete the modules at your own pace, fitting them around your schedule, and revisit them whenever you need a refresher.

Why Does Member Jungle Not Offer Phone Support?

We are often asked if we offer phone support. The answer is, unfortunately, no.

We understand that for many, picking up the phone feels like the most convenient option. We tried offering phone support in the past, but we quickly found it was neither the fastest nor the most effective way to help our customers.

Lodging an online support ticket is significantly quicker. When you submit a ticket, your issue is instantly entered into our system and prioritised. This allows our next available technician to pull up your specific club's database, investigate the exact problem, and find a solution before replying.

If we offered an emergency phone line, our tech team would constantly field calls for simple issues, like password resets, which would really delay help for people experiencing critical problems.

Filling out a digital form may seem less personal than a phone call, but it guarantees you receive the fastest, most accurate technical assistance possible.

Our Support Commitment to You

Our commitment is to empower you to comfortably manage your Member Jungle system. Between comprehensive online resources, built-in AI assistance, effective online training, and expert technical support, we ensure your club has the safety net it needs to operate smoothly.

If you have any questions or need help with anything, do not hesitate to reach out.