Customer Support Process - Coreloops

We have loved listening to your feedback on the Coreloops product, and as part of our ongoing improvements to Customer Support, we are launching a few new tools for you to reach out to us and share more valuable feedback about the platform.

How to reach us: 

Email 

For questions, support with onboarding and urgent bug reports, please email us on [email protected]

In-app chat 

We’ll aim to respond to all emails or chat messages within 4 business hours, during the hours of 9 am - 5 pm on Monday - Friday. 

Phone 

For urgent requests, you can reach us via phone on +447427 931121. 

Feedback Board:

Coreloops' new feedback form is live. If there is something that you want from the product, this is the new place for you to post it. From feedback to bugs to new feature requests, this new board lets you share your thoughts and see what other customers are asking for. 

How to find the feedback board

You can find the feedback board by clicking on the floating blue button on the bottom right of the platform. On the home tab of the widget, you will see a “Featureboard: Suggestions” card. Clicking this will take you to the page.

You can also go to https://community.coreloops.ai/ to see the board.

Adding to the board

The easiest way to add a post is by pressing the Create a New Post button. You will see the following screen. Here you are able to add a title, a description of the bug or new feature and add an image to help us understand what the issue is.

At the very top, next to your user image, you can see which board you are posting to. Here you can identify what the post is about, whether it's a new feature request, a bug you are looking to report or general feedback.

When adding a post, any time there is a change in either status or if an ETA is added, you will be updated via email.

Upvotes and Comments

In the feedback board, you are not only able to post your own requests for new features or report a bug. But as you browse the board and read the posts left by others, if there is a post you agree with, then you are able to upvote others’ posts and comment on them. To upvote, you can press the up arrow found next to any post. 

When you upvote a post, you will automatically be notified about any changes that have been made to that post.

You can also click on the post to expand and get more information about it. When looking at the expanded view of posts on the board, you can see the status of the post, any similar posts, all comments and the latest activity on that post. 

 Sorting and Filtering

When opening the feedback board, you will see the posts which have been upvoted the most, but you are able to change the sorting. The New button will show you all the most recent posts on the board, whilst Trending will show you the posts that have been receiving the most upvotes recently. 

Changelog

Wanting to know what has been changing in the platform in recent months and weeks? Reintroducing the Coreloops changelog. Whilst some of you may already be familiar with the changelogs, we have decided to highlight it again to everyone. 

The changelog is a will highlight all the changes made to the platform, with posts coming for each change. To not miss the updates, subscribe to receive them via email every time we post.