Support

How Our Support System Works

Digital Shift's support system is in place to protect your organization and your data. To ensure we are helping the right person, we must ensure that requests are made from previously verified email accounts from authorized persons. The extra verification step means that we are always helping you or an authorized person access your information and account data. Our process also ensures that information can be provided to us to review any issues before contacting you. This ensures that we use your time more effectively.

Support Via Email

Support tickets are opened and can be replied to directly from your email address.

• To open a ticket: from your email address email the support index and a ticket will be opened as long as you are authorized to make requests in your organization.
• To reply to a support ticket: you can simply reply to the email that you received. This will ensure that the information is tracked and updated in our system.

Please note: Ensure you have digitalshiftmedia.com added to your contacts within your email account. If you are unable to find the latest support ticket, please check your spam folder in case your email provider accidentally misclassified it.

Support Via Our Support System

Access our support portal allows you to view all current and past support tickets and to review invoices as well as update credit card details. Our system is compliant with security and technology standards for online payment processing.

• Online support portal: you can access the support portal from your email: to reset your password visit the login screen and enter the email address that you used to create your account. An automatic password reset email will be sent to your email address when you make a password reset request.

Client's can also request to have a secure electronic contract sent directly to them from our service provider CudaSign. If you have any questions or if you require additional information, please contact us.

Designated Account Manager

You might be wondering "when I call Digital Shift will someone new pick up every time?" The answer is no. You will have an account manager that is assigned to you. This means that he or she will know about all the events that have transpired with no back and forth, no loss of time on getting anyone up to speed. High-quality service is priority one at Digital Shift. We can confidently say that we would be honoured to give you our client references. Just ask your Account Manager by emailing or by calling our toll-free line.

Effective Project Management

We value your time as well as our own but we believe in being fair. Our business model allows us to minimize our overhead costs and thus, pass the savings on to you. Digital Shift challenges you to compare the value we can bring to your organization.

What makes a project move in the right direction without unnecessary delays? Clear objectives. We work together with you to understand who you want to attract to your business, what you want to show them and how much you're able to invest. We gather this information into clear goals with anticipated results. We'll regularly review the status of the project to ensure that we're on track and you're getting exactly what you signed up for. This is all part of our customer-centric project approach.

No Outsourced Support

Although some companies have decided to implement this level of service, the immediate cost savings are not worth the risk to Digital Shift. Our service is one of our core competencies and we just wouldn't be able to trust anyone else to provide the level of care that we strive to have. We believe that our customer service is unmatched - let us show you!

We like getting to know you, sitting down with you and ensuring that you don't leave until you're fully on board with what we're doing. We don't expect you to know all the industry jargon and terminology that we do. Breaking it down into terms that make sense to people outside of the online marketing industry is something we make sure to do. Because we're focused on you, we make sure that you're fully comfortable and in the loop

We Value Customer Feedback

As a customer-centric organization, Digital Shift captures customer feedback often and regularly. It's our way of understanding the demand forces in the market, but more importantly, it helps us understand exactly the type of service and expertise our clients are after. The digital world evolves very quickly and because of this, the online marketing needs of our clients change rapidly too. We stay knowledgable and on top of our industry partly through listening to what you have to say! Check out our latest results to see how we deliver.

Common Support Questions

Booking a Meeting: You can schedule a meeting via https://calendly.com/digitalshift

Support Response Times: Your response time will depend on your service package with us as well as the number of support tickets that are pending and being worked on.

Spam Filters: Sometimes our spam filters can catch your requests. This rarely happens and you will receive a notification if an attachment is not accepted due to size or file format. Sending or forwarding email from third parties with a large image to content ratio can also be caught by our spam filters. Excessively sending emails to our system can also cause our system to treat it as spam. This rarely happens, but we like to be 100% transparent with our customers.

Accessing The Support Portal: Sometimes software, hardware, network setups and internet service providers (ISPs) can create network issues, which may not allow you to access the support portal. If you experience issues with accessing the portal please contact your network administrator or internet service provider.