Weebly providers various services like free site builder tool, premium upgrades, domain purchasing and email plans. Though Weebly is one of the easiest site builder tools to use, it is always necessary to get guidance or help when using any of the services. In this article, we will explain how to get help from Weebly when you are struck with billing, site issues and presale queries.
Weebly Support System
All Weebly users regardless of service and upgrade plans can access the following three Weebly support systems:
- Customer call service
- Help center
- Live sessions
- Online chat
- Ticketing system
1. Customer Call Service
Weebly customer service support phone number is 1-844-493-3259 which is available from 8am to 6pm PST.
2. Help Center
Click on the “Support” tab when you logged inside your Weebly account or click here to access any of the help center page. You can also access from the Weebly editor by clicking on the help button and then help center link as shown in the picture below.
Weebly’s help center is a vast collection of articles explaining the features in detail. This is more sufficient for the beginners to start building their websites without the need of contacting any Weebly support personnel. Send an email to email@example.com to get more clarification on top of the free articles available.
3. Live Sessions
You can see the latest recorded webcast videos under “Live Training” section of help center. Click on any videos to see it and you will also see a registration link for the upcoming webinars. Weebly has collaboration with gotomeeting.com for arranging online webinars. Help center provides you the general baseline and not the customized solution for the problems you may come across specific to your Weebly account.
4. Online Chat
Weebly recently introduced an online chat system in collaboration with olark.com to support customers online. Once you are in the help center page you can see the minimized chat window with the caption as “Contact Us!” and click on the up arrow to maximize the window to see the availability of the support personnel online. Most of the time you will see the below message indicating there are no persons available free to support you and requesting you to raise a support ticket.
“We’re sorry none of us are available to chat right now. Please try during our normal chat hours: Mon – Fri 8am – 5pm Pacific Time (11am – 8pm Eastern Time). If you’re seeing this message during our normal chat hours, it means we’re all busy helping other customers. Please try again in a few minutes or submit a ticket using the “Ask Us a Question” button to the left.”
If you are lucky and there is a person available online to support, then you will see a below kind of message inviting you for a chat. Enter your name, email id and click on the “Click here to start chatting” button to start the chat.
5. Ticketing System
Most of the time raising a support ticket is necessary to solve the problem pertaining to your account. Once you are in the help center page you can see a box with “Need More Help?” caption. Click on the “Ask Us a Question” link to access the support help desk. Weebly has collaboration with Zendesk.com for managing support tickets.
The “Weebly Help Center” link will provide you the list of articles for reference before you raise a ticket within Zendesk site.
Submitting a Request
Under “Submit a Request” section select the type of help you need, for example if you need a help in your site layout then select “Site Editor > Layout” in the drop-down. Enter the subject of your issue and the detailed description. It is recommended to attach the supporting screenshot as an attachment so that the support personnel can understand it easily.
Click on “Submit” button once all the details are filled and you will get a request reference number. You also will get an email confirmation on acknowledgement of your request as well as a message whenever the ticket is updated and assigned back to you.
You can see all your ticket’s history under “My activities” section along with the items you follow or contribute.
Click on any of the ticket link to see the ticket log and status. The ticket will get auto closed if you do not respond within a time and in this case you can raise a follow-up ticket to continue the same topic. New request will be raised with reference to the closed ticket as a parent ticket.
You can report the following to Weebly, in addition to getting support on your Weebly account.
Improvement Needed in Weebly Support
Normal support personnel will only have an access to your account level and will not have an access to open your sites. Hence getting the site specific support on issues arising due to the followings activities are not possible. You will get a generic response to check the codes in such cases.
- Using embed code (Custom HTML) element
- Modification of source HTML/CSS
- Custom themes and layouts
- Site level action such as completely deleting the uploaded files from particular site
Weebly should make it clear on what type of issues they will be supporting.
- Since there is no predefined response time, the response varies on time to time basis for the same type of issues, especially free users are getting delayed responses compared to premium users.
- Online chat is not available most of the time making it not much use for the users.
- Formally there is no on call support provided by Weebly over phone, with the increasing services like domains and emails it is necessary to have a call desk to answer customer queries.
Though Weebly recently introduced online chat and help desk way of handling support issues; it still needs to improve the overall support provided to their customers compared to other service providers.