The Customer Experience Team also known as the CX Team helps users like you find their way throughout the app and give you the best possible support experience.
What can we help you with? Creating an account, upgrading your plans and billing, navigate our amazing features, design support and much more!
Helpfulness: We don’t partially solve your challenges - we provide a solution that works for you. We always go above and beyond and make you feel taken care of - even after the challenge has been resolved.
Kindness: We are friendly, kind, and warm. We give you the benefit of the doubt and treat you like a friend.
Timeliness: We resolve your needs on your time when you need it. If we can’t solve it right away, we always keep you in the loop.
Empathy: You are not just a ticket to be resolved. We approach each interaction with a desire to understand, and we put ourselves in your shoes.
Meet the Team
If you have ever written into our Live Chat or sent an email to us at [email protected], you have spoken to one of us!
We can't forget about the hardest working Support Representative, meet Naomi! Recently, we launched a Helping Bot that gets you to your answers 24/7 even when we are not around.
In the past 12 weeks, Naomi has fielded and answered 30% of all our incoming live chats regardless of the date or time! That is around 2,485 conversations.
Naomi is the first to greet you when you write in and helps by directing you to the places where you can find what you're looking for. If Naomi is unable to help with your request, or you wish to speak to a human we are able to pop in during our hours and answer your questions.
What are we up to?
Get an inside scoop on how we did answering your questions and helping you throughout BioRender!
Conversations replied to
The number of conversations that we have replied to over the past 12 weeks
We aim to respond to you on chat in <2 minutes and on email in <30 minutes
Median Response Time: how quickly our team replied to your customers at any point in a conversation (i.e., not just the first response):
Median First Response Time: the time within which 50% of the messages received were first responded to
We aim to have as many 🤩 reactions as possible and are always trying to find ways to make your experience better!
How have we done compared to others? According to the 2021 Customer Support Quality Benchmark Report by Klaus the average Customer Satisfaction score across support teams is 78%. We are proud to have a high standard for customer satisfaction and this is evident in our 95% satisfaction rate.
What have you been up to?
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Take a look at what some of you have said about us!
Where to Contact Us?
Live Chat 💬
You can find our live chat at the blue bubble in the bottom right corner anywhere in the app
Our chat hours are Monday to Friday from 9 am - 6 pm EST
Send us an email to [email protected] any time!
We try to respond to emails within 24 hours to get your answers to you as soon as possible