Technical Support & Customer Success Distinction
Technical Support vs. Customer Success
Not sure who to contact? This guide explains the difference between Technical Support and Customer Success, so you can get the right help as quickly as possible.
In this article
You'll learn:
When to contact Technical Support
When to contact your Customer Success Manager (CSM)
What each team can help with
Where to start if you're unsure
Tip: Before reaching out, check our Help Center or Customer Community. You may find the answer you're looking for right away. If you still need help, our team is here to assist.
Which team should I contact?
Start by thinking about what you need help with.
Fixing an error or technical issue
Learning how a feature works
Improving your workflow
Following best practices
Planning for growth
The table below can help you decide which team is best suited to help.
Technical Support | Customer Success | |
|---|---|---|
Best for | Technical questions, troubleshooting, and configuration | Workflow guidance, best practices, and long-term planning |
Examples | Upload issues, error messages, account settings, product functionality | Workflow reviews, studio growth, feature adoption, planning for upcoming seasons |
Contact | Your assigned Customer Success Manager | |
Focus | Resolving technical issues and explaining how Captura works | Helping you get the most from Captura and achieve your business goals |
A few things to keep in mind
Technical Support helps resolve issues and answers questions about how Captura works.
Customer Success helps you improve workflows, adopt best practices, and plan for future growth.
If your request involves both technical questions and workflow advice, our teams work together behind the scenes to make sure you get the help you need.
Not sure where to start? Contact Technical Support, and we'll make sure your request reaches the right team.
Frequently Asked Questions
What if I don't know whether my question is technical or strategic?
Contact support@captura.io. We'll review your request and connect you with the right team.
Can Customer Success help me troubleshoot errors or bugs?
Technical Support handles troubleshooting and technical issues. Your Customer Success Manager can help with workflow guidance and best practices and will work with Support when technical assistance is needed.
Can Technical Support help me improve my workflow?
Technical Support can explain how features work and answer configuration questions. If you're looking for workflow planning, best practices, or advice on getting the most from Captura, your Customer Success Manager is the best person to help.