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How can I connect with Zeno's support team?

If you have any question, please contact the Livechat team and the AM team here

Support Team Structure​

Livechat Team​

  • Initial Contact: First point of contact for all inquiries
  • Customer Verification: Verify customer identity and account status
  • Issue Assessment: Determine if direct support or escalation needed
  • Quick Resolution: Handle simple issues directly
  • Case Routing: Transfer complex issues to appropriate specialists

Account Manager (AM) Team​

  • Specialized Support: Advanced technical and account support
  • Campaign Guidance: Help with TikTok advertising campaigns
  • Account Management: Handle account-related issues and violations
  • Optimization Consulting: Provide campaign optimization advice
  • Business Growth: Support for business development and scaling

Contact Methods​

Platform Live Chat​

  • Recommended Method: Most efficient for quick responses
  • 24/7 Availability: Available around the clock
  • Real-time Support: Immediate assistance and responses
  • Chat History: Access to previous conversation history

WhatsApp​

  • Direct Communication: Direct contact with Account Managers
  • Personalized Support: One-on-one support experience
  • File Sharing: Easy sharing of documents and screenshots
  • Quick Responses: Fast response times for urgent issues

Email Support​

  • Detailed Inquiries: Best for complex or detailed questions
  • Documentation: Written record of support interactions
  • Non-urgent Issues: Suitable for non-time-sensitive matters
  • Follow-up: Easy to follow up on previous conversations

Social Media​

  • Facebook Fanpage: Alternative contact method
  • Community Support: Access to community and other users
  • Public Updates: Stay informed about platform updates
  • Social Engagement: Connect with Zeno community

Support Process​

  1. Initial Contact: Reach out via preferred method
  2. Verification: Team verifies your identity and account
  3. Issue Assessment: Determine the best support approach
  4. Resolution: Provide assistance or escalate to specialists
  5. Follow-up: Ensure issue is completely resolved

Response Times​

Livechat Team​

  • General Inquiries: Within 5 minutes during business hours
  • Technical Issues: Within 15 minutes
  • Account Issues: Within 30 minutes
  • Urgent Issues: Immediate response

Account Manager Team​

  • Campaign Support: Within 2 hours during business hours
  • Account Management: Within 4 hours
  • Strategy Consulting: Within 24 hours
  • Emergency Issues: Immediate response

Support Categories​

Technical Support​

  • Platform Issues: Technical problems with the platform
  • Account Setup: Help with account configuration
  • Payment Issues: Payment processing problems
  • System Errors: Technical errors and bugs

Campaign Support​

  • Campaign Creation: Help creating advertising campaigns
  • Optimization: Campaign performance optimization
  • Creative Guidance: Creative strategy and content advice
  • Targeting Help: Audience targeting assistance

Account Management​

  • Account Verification: Help with verification process
  • Policy Compliance: Guidance on policy compliance
  • Account Issues: Account-related problems and solutions
  • Billing Support: Billing and payment questions

Business Support​

  • Strategy Consulting: Business strategy guidance
  • Growth Planning: Business growth and scaling advice
  • Partnership Opportunities: Partnership and collaboration
  • Training Programs: Educational resources and training

Getting the Best Support​

Before Contacting Support​

  • Gather Information: Collect relevant account and issue details
  • Check Documentation: Review available documentation first
  • Screenshot Issues: Take screenshots of any problems
  • Prepare Questions: Write down specific questions or issues

During Support Interaction​

  • Be Specific: Provide detailed information about your issue
  • Be Patient: Allow time for proper investigation and response
  • Follow Instructions: Follow any instructions provided by support
  • Ask Questions: Don't hesitate to ask for clarification

After Support Interaction​

  • Follow Up: Follow up if issue isn't resolved
  • Provide Feedback: Share feedback about support experience
  • Document Solutions: Keep records of solutions for future reference
  • Share Knowledge: Share helpful information with team

Support Resources​

Self-Service Options​

  • Knowledge Base: Comprehensive documentation and guides
  • Video Tutorials: Step-by-step video instructions
  • FAQ Section: Frequently asked questions and answers
  • Community Forum: User community and discussions

Training Resources​

  • Webinars: Regular training webinars and sessions
  • Documentation: Detailed guides and best practices
  • Case Studies: Real-world examples and success stories
  • Best Practices: Industry best practices and recommendations

Contact Information​

Support Quality​

Our Commitment​

  • Professional Service: Professional and courteous support
  • Quick Response: Fast response times for all inquiries
  • Thorough Resolution: Complete resolution of all issues
  • Continuous Improvement: Ongoing improvement of support services

Feedback and Improvement​

  • Customer Feedback: We value your feedback on support quality
  • Service Improvement: Continuous improvement based on feedback
  • Training Programs: Regular training for support team
  • Quality Monitoring: Ongoing monitoring of support quality

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