Zap Support

by Marissa Azzara Product Manager ‎08-28-2015 08:25 PM - edited ‎09-30-2016 12:43 PM

Although Zap is designed to be intuitive, user-friendly, and self-guided, we definitely make support a priority. When we merge an intuitive product with a dedicated Support Team, you end up with great support you’ll hardly ever need.

 

When you do run into questions about using Zap, Zap Support is responsive and ready to help.

 

Zap’s Knowledge Base and Community

Zap’s Support platform is designed to empower users to help each other and to allow easy access to help from the Zap team. You have two routes to problem solving – choose the option that works best for you:

 

Knowledge Base 

You can go the do-it-yourself route and access how-to articles and videos provided by the Zap Support Team in the Knowledge Base. The Knowledge Base serves as your personal walkthrough on Zap and its features, and includes articles on your account settings, your requests and tasks, broker features, and consumer products.

 

You’ll also find helpful notes on recent Zap releases, known issues with the platform, and links to more resources.

The Knowledge Base is updated by Zap’s team and is a great way to learn new features and keep up with Zap’s updates as the product evolves.

 

Community 

You can take the knowledge-sharing route and access support through the Zap Community. The Community is an interactive space in which you can share ideas, ask questions, and get help from other users, including Zap Specialists. Share your ideas on how Zap can improve – Zap’s Product Development team is listening.

 

You can post your own questions, browse the topics others are discussing, or answer other users’ questions. Zap Support monitors the Community and fields questions 12 hours a day, 7 days a week, so you don’t have to wait days for a solution to an issue. We swoop in as needed to answer any open questions quickly.

 

If you’ve never participated in a Community like this, it can be hard to know where to begin. Here are some suggestions to help you get started.

 

What can I do in the Community? 

Have a looksy!  Browse around to see what people are talking about.  You’ll get tips on how to do the basics. Look out for posts from the Zap Power Users, and learn how to use Zap to take your business to the next level.

 

Ask your burning Zap questions. You’ll get quick help from our Zap Support team, and from other Zap users.  To start, just type your question in the search bar and see what comes up.  If you can’t find what you’re looking for, click on the “Ask a Question” button. 

 

Dare to post a reply!  Try your hand at answering a question.  Your participation is what makes the Community so valuable. 

 

Tell us what you think.  What would make Zap even better?  The Zap product team is listening. 

 

What else do I need to know about participating? 

Check out the following guidelines to find out how to participate in the Zap Community. So that everyone can get the most out of the Zap Community, we expect everyone to observe the Community Guidelines listed below.

 

  1. Be respectful, patient and kind. Some of us are more tech-savvy than others.  Some of us are more real-estate savvy than others.  Everyone has a right to feel comfortable participating on the Community.  Be respectful, patient and kind to foster a community where we can best help each other.  And don’t forget to thank people when they help you!
  1. Stick to the conversation. If you have a new question about something that isn’t relevant to the post you’re on, start a new post.  On the other hand, don’t start a new post about a question that has already been asked.  You can add more details to the original thread – keeping it all in one place will make it easier for you and others to find the solution.
  1. Keep it above board. The Community isn’t a place to rant or complain.  But it is a great place to post questions and ideas and help others.  Keep your feedback constructive, and provide adequate detail when possible and you’ll be much more likely to get help.

If you recognize any violation of these guidelines, please notify the Zap Community Manager by choosing "Report Inappropriate Content" from the message's Options menu.  Let us know why you feel the content is inappropriate.

 

Where should I start exploring?

My Account: Here you can learn about how to adjust your Agent Website, and update your account, email, lead and notification settings.

Contacts & Follow-ups: Learn about finding and responding to new leads, and making the most of the ZapScore, Follow-ups and Script Library.

Requests & Tasks: Find out how to take care of your requests and tasks, and use Agent Insights to drive additional marketing for you on your Company website.

Zap Website & Apps: Hear about tools built for your customers and how to make the most of them.

Broker Features: Learn about the tools specifically designed for Brokers, and tell us what you’d like to have!

Zap Specialist CenterGet quick answers to your questions on our exclusive board for Zap Specialists.

Zap CRM Mobile AppAsk questions about the Zap CRM app for iPhone.

Zap SuggestionsShare your ideas on how to improve Zap.

Zap NewsStay up to date on the latest and greatest Zap features. We’ll post new product updates here too.

 

Want More Support?

If you’re looking for more ways to draw on a village of support, designated Zap Specialists within each of your companies are ready to assist. You can also check out an Advanced Webinar to explore features and get even more out of Zap.

 

Zap Support also checks in with users by making proactive service calls as a friendly way to ensure users are enjoying Zap. Our calls help us discover what you love – and what you don’t – so we can make sure our users get the most from our services.

 

Zap’s Support Philosophy 

1) Make it awesome. We believe Zap should be completely intuitive, user-friendly and self-guided. We're committed to constant improvement.  The Zap Support team is on the front lines, listening to users and continuously monitoring your requests in the Community to make sure Zap is awesome.

 

2) Create community.  We foster a strong, knowledgeable user community that shares tips and insights with other users.

 

3) Build connections.  We like to answer your questions, know how you’re doing and find out what you want from Zap—so we call you to find out.

 

4) Close the loop.  We make sure all your concerns get addressed. Zap Support monitors the community and fields questions 12 hours/day, 7 days/week to look for issues and ensure answers are prompt and accurate.

 

If you’re looking for tips, answers, or insight about the product, Zap Support is here to make sure you have the resources you need. Start exploring!

Marissa Azzara September 30, 2016
Comments
I am at my breaking point over our ZAP website problem.
I have now been without a website for more than 3 weeks.
I'm paying for lots of web marketing campaigns that use my site as a landing page.  
It looks like I have died. 
 
When I try to go to lindicamaron.com I end up at:
 
 
I have gone on ZAP and tried to copy the link to the site and in doesn't work.
 
 
There has to be someone that can help me with this.  We are paying a lot of money for these Coldwell Banker systems and it seems like it is a big waste of time and money.

Hello Lindi,

We have a Product Manager working on this issue, per your previous posts. We will notify you as soon as this has been fixed. Thank you

by Anthony Sowder New Visitor
a month ago

Here is as screen shot, maybe you can try to fix this. Yesterday I had the same thing pop up showing me ALL of the Houston agents clients, I am an Austin agent. Now today I am seeing someone's Dallas area clients. Every time you change something it affects our ability to contact our client. You make changes without consulting agents and when we do complain we are told "working on it heres a temporary fix". This is unexceptable concidering what we pay as agents. When I started I was told this is a partnership, it seems to be nothing of the sort. We as agents in the Ausitn area have 13,000 agents we are compDashboard screen shot_Page_1.jpgeting against and when we have problems it puts us as a disadvantage

by Adam Rickard Budding Explorer
2 weeks ago

All I want is a phone number to call support.  Not easy to find.

 

My issue is that my ability to add and manage cusotm tags has dissapeared.  I rely on custom tags and need this feature to work!  

 

Please help - If someone does have the support phone number please send it to me.

 

Thanks

by Mimi Stewart New Visitor
3m ago

How do I change my phone number on my Zap Page?