How to use our Help Center / HelpDesk / Chatbot

Purpose of Help Center / HelpDesk / Chatbot

• Improve our client experience with ARC

• Provide additional support options (HelpCenter, Chatbot, Submit a Support ticket to our HelpDesk) to our clients who have may need answers to questions any time of day

• Enable an online knowledgebase (HelpCenter) to find answers to commonly asked questions

• Offer the option to submit a support ticket, with assistance from an AI-powered Chatbot
  
  

If you experience a question or issue, here are your 3 options to get an answer:


Option 1: Ask your Store Management Team on Slack*

Use this option if you have one of the following Questions/Issues:

• Day-to-day store operations (eg. inventory purchases, credit card transactions)

• Store reports (eg. Monthly expenses, reports for filing taxes)

• Store administration (eg. reset password, payment method update)
  
  

How to use support Option 1

• Visit your dedicated client Slack channel issued to you during ARC onboarding, and ask your Store Manager/Virtual Assistant your question
  
  

Turnaround Times for Option 1

• Typically, within 1 business day 
  
  

* All ARC clients should already have access to a dedicated Slack channel staffed with a Store Manager. If not the case, please submit a ticket to us by following steps in Option 3: Submit a Support Ticket, below.

Option 2: Log into our HelpCenter

Use this option if you have one of the following Questions/Issues:

• FAQs (Frequently Asked Questions) about ARC processes (eg. onboarding, billing, store operations, with more articles coming)
  
  

How to use support Option 2

• From your dedicated client Slack channel, click the Bookmark for HelpCenter, and review articles in the HelpCenter related to your issue
   

                                                                               - OR -

• Ask our Chatbot (in lower right corner of HelpCenter page) your question. Simply type your question or search terms in the Chatbot window, and it will suggest articles or an answer to your question
  
  

Turnaround Times for Option 2

• Typically, within 1 business day 

Option 3: Submit a Support Ticket

Use if you have one of the following Questions/Issues

• You’ve tried Option 1 and 2, and still have an unresolved question

How to use Option 3

• Simply ask our Chatbot to submit a ticket, and it will ask a series of questions, then submit a ticket to our Client Success team (staffed M-F, 9am-6pm ET)
  
  

• Look out for responses to the ticket in your email account. In some cases, we will reconnect you with your store manager/Virtual assistant to resolve the issue

Turnaround Times for Option 3

• Typically, within 1 business day. Resolution time based on nature of the issue.