Support Sessions: How To Get Support

Three stellar ways to get help with your Marvel prototypes

Using tools can be confusing, frustrating and [fill in the blank]! However, when it comes to using Marvel, you’ll always have a helping hand.

Our customer team are always on hand to answer any questions or help solve any problems you might have. Whether it’s experiencing a bug or just figuring out how something works, we’re super dedicated to our customers. So much so that we’re looking into expanding our team, so your questions can be answered 24 hours a day!

We’ve worked hard to make contacting support as hassle free as possible. All you need to do to get started is have a Marvel account, and then simply pick from one of these three ways to get the support you need.

The Help Centre

This is support’s stomping ground. It’s full of all the information you need whether that’s understanding a feature, wider product or integration – some articles also cover some of the more common questions our customers have. You’ll find articles on upgrading your account, using the design tool, adding collaborators and many more.

Earlier this year, we redesigned the help centre to make it even more user friendly and simple to use. As soon as you step inside, you’ll be directed towards our easy-to-follow video tutorials on how to get started, features and loads more helpful bits and bobs. Marvel’s pretty intuitive and easy to pick up but we figured these videos would help get you off to the best possible start, as they’re more visual and provide more context than your standard step by step guide.

Another thing we included in the redesign was some helpful filters which direct you to our most popular topics right away. So that’s less time wasted for you on finding what you’re looking for.

Want to check out some tutorials or explore our topics? Visit the help centre now.

Suggest a feature

This is an interactive list exclusive for our community, which allows you to add feature requests for Marvel which can then be upvoted by others. If an idea is upvoted or requested enough, it could be implemented in future Marvel updates. Imagine being able to say to your team that Marvel created that feature because you suggested it?

We love to include our users in the innovation process and this is a great way of doing it. We track popular ideas with the product team and they give us a strong sense of direction. After all, how else can we improve without hearing right from the source?

To keep you updated with where we are with your requests, we have a monthly blog post which gives you the full breakdown. Check out This Month’s Most Wanted.

Drop us a line

The good old fashioned conversation route, it’s probably our favourite. You can reach us either by sending a help request or pinging us an email.

From solving complicated issues to understanding something about your plan, this is the perfect way to get an answer fast! We know every corner of the product and our customer experience so no matter what the question you have, we can help. We’re in the office from 10am to 6:30pm GMT and we’ll be with you within the hour.

When you get your reply from Marvel you’ll be speaking directly to a member of our team. You’ll find that the same team member who responds will be with you until your problem is solved. This is so that right from the start, someone that knows all the information can follow through with you until your issue is resolved.

Bug fix? Great! We’ll work with the right teams within Marvel so that the bug is resolved for you and anyone else experiencing the issue. Helpful feedback? Fantastic! We love hearing how we can make Marvel even better! Any feedback we get on feature requests goes straight into Conflux.

Need help with using Marvel? No problem. If you are unsure of anything at all, we’re here to lend a hand and talk things through step by step.

There is no such thing as a stupid question. The most important thing to Marvel is its customers and no matter how big or small your problem is, we’re always here to help you find the best and easiest solution.

Support for Marvel by day, product design student by night. Follow me on Twitter.

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