Hangers support is there to assist you in the daily use of your solution.
It acts as a link between your functional needs, our documentation, and our other internal teams (support, product, etc.). 

So how can you get a satisfactory answer? We explain it here 📍: 

• 🧷  What is a “customer request”?
• 📥  What customer support does
• 🤖 📲 🖥️ 💬 Communicate with support
• 📌 How are your requests handled?
• 🙏 Best practices  🚨

🧷  What is a “customer request”?

When you ask a question in our tools and the answer is not provided by our first chatbot,  this exchange is recorded in our tools as a “case,” “ticket,” or “request” for customer support with a unique identifier.

• A case is a specific situation that you encounter when using the software:
• You don't understand how the software works,
• You are looking for a feature that you cannot find,
• An error appears,
• You have a question about a configuration.

📌 A good “support case” is precisely worded, limited in scope, and sufficiently documented (e.g., screenshot, page URL, ticket reference, customer concerned, etc.).

📥  What customer support does

The product support team provides documentation and improves our automated processes.

✅ Support can:

• Guide you to an existing procedure or answer,
• Identify a need for assistance or training,
• Possibly report a bug to the product team (if the issue is confirmed and cannot be worked around),
• Direct you to a product update or business requirement.

❌ Support does not:

• Make phone calls,
• Provide training,
• Take control of your software,
• Prioritize product requests,
• Respond to ongoing projects if development is not planned.

👉 For cases requiring human intervention, this is handled by another team. See our article “Who does what.”

🤖 📲 🖥️ 💬 Communicate with support

🙋🏼‍♂️ Customer Support is available via chat from  📲  the application Hangers Pro,  🖥️ the online back-office "selfcare", via 💬 WhatsApp  (written) at  .

⚙️ For efficiency purposes, any incoming request that could not be processed automatically 🤖 is transcribed ✍️ and classified 🗂️ before being assigned to its final agent.

There is a benefit to 🏃🏻‍♂️ pick the right channel for your business need.

If you don't choose the right channel, you may have to be patient before you get the best response. That's why it's important to understand   🙏 Best practices and points to consider 🚨

🏃🏻‍♂️ Choose the fastest channel according to your needs

If your need concerns: :

- operational issues 👷, choose 📲  le Support depuis l'application, .

- management issues 🧮,  choose 🖥️ le  Support depuis votre espace personnel

On both channels, 🤖 Our Bot Alfred answers most of your questions in real time based on your profile. If it can't answer your question, it shares a report with us detailing the context, your exchanges, and other possible solutions. It helps identify the real priorities that could be blocking your operations and directs the question to the right agent. 

🎓 How to write a good application

 🎙️ Tip: Instead of typing, which can be slow, use dictation on your iPad.

Here is some useful information if your request concerns:
🎟️ a customer order, please send us its unique alphanumeric code (e.g., MH38), 
👥 a customer,  the customer's name
🏬 a business customer, the contract number
🧾 an invoice, the invoice number
📄 the URL of the page

exemple

💡 The clearer your message, the faster we can help you!

🚨 Warning

• 🫥 Empty or incomprehensible messages,
• 📧 emails not associated with a pre-existing case or password loss, are considered to be among the 250 spam messages 🚫📨  we receive every day, and our robot will delete them before we can see them.
• repetitive request might lead your account to be considered as a spam and be quarantined.

📌 How are your requests handled? 

Each request sent via support is:

1. Read and categorized manually by a member of our team,
2. Sorted according to its nature (functional question, anomaly, development, outside scope, etc.),
3. Forwarded to the relevant resource or team (documentation, assistance, product, etc.).

🗂️ Quelques précisions importantes :

🫤 Si vous n'avez pas accès à vos comptes

Nous vous invitons à utiliser le chatbot directement depuis notre centre d’aide pour toute demande.

Munissez-vous de votre e-mail, et identifiant et lire  👉 🪪 🔐Mot de passe oublié.

🚶🏻‍♂️ Operating procedures often require manual action ✋ for assignment, which is done sporadically on business days. On average, one additional business day is required for the assignment stage.

🚨 📩 Email support is no longer offered to standard customers. Emails, calls without messages, or any unidentified communication are considered spam.

To avoid this, here is a tutorial. 

  🚫📨  👉 📧 🪪 Identifier votre e-mail  et numéro que nous vous reconnaissions comme client

😱 internet connexion lost ? 🛜

There is a WhatsApp line where you can leave a phone message  ☎️  at    

🗣️ Leave a message and it will be ✍️ transcribed for processing by support.

🐌 This procedure is the slowest  and requires several manual actions ✋ before it can be assigned . On average, it takes between 2 and 5 additional business days for the assignment stage.

🚨  The line operates Monday through Friday from 9:30 a.m. to 7:00 p.m., but is mainly used for training and support requests.

🙏 Best practices  🚨

 🪪  Identify your email address 📧  and phone number ☎️ as belonging to a customer

To ensure the best service for our customers, our support is a service reserved exclusively for them.

We use the information provided during your 🚀 setup or entered in the “My Employees” section of your personal space to identify communications. To keep this information up to date, refer to the article Add an employee, modify their information to ensure proper management of the internal organization of the Employee Management section.

Unidentified communications are systematically filtered and considered spam.

Communications originating from our services, the “Selfcare” online space, and the “Hangers pro” iPad applications are automatically identified.

🙋🏼‍♂️🙋🏼‍♂️🙋🏼‍♂️ One request at the time

As explained, customer cases go through different stages 🏁 to be processed. In particular, each new customer case is first qualified.

If a case already exists for that customer, it will be deprioritized during the qualification process.

If a case is redundant with another case opened by that customer, it is merged 🔀.  The merging process prevents any agent from viewing and working on the case until the process is complete. The processing time is exponential, with each case being evaluated against all the others. If you send many cases in succession, it is highly likely that your case will never be seen by an agent.

🤗 Un peu de courtoisie dans ce monde de brute 🤬

If you have a question or concern, we are here to help. 👉 🎯  La mission du support 🙋🏼‍♂️

Empty or incomprehensible messages 🫥 are considered spam 🚫📨.

We may not always have an immediate solution for various reasons: it may be the agent's first day on the job, our procedures may not cover your case, etc. We apologize in advance for any inconvenience this may cause. That being said, all users are required to interact with agents in a courteous and respectful manner. In accordance with our Terms of Service, unacceptable behavior may result in disciplinary action, including suspension of access to services.

🎯  Support Mission 🙋🏼‍♂️

The support team's mission is to produce documentation to help you find the right resources so that you can make the most of the wide range of features offered by Hangers. If you have any other questions, the support team will liaise with the rest of our organization on your behalf.

Finally, if you need assistance or specific training, support can organize these services according to the rates and terms of our terms of use.

As part of our commitment to quality service, all exchanges are recorded. This will also allow you to retrieve your organization's exchanges. Please note that after 180 days, the information is archived and a search request requires technical intervention (billable according to the CGU).