I'm logging into my LeadsRx system, and I have questions. Where can I find help? How do I effectively help LeadsRx team members solve the problem I'm facing?

If you're in need of an answer, whether you're looking to find it yourself or receive one with the help of the LeadsRx team, please see below for our best practices.   

Receiving Support:

  • Check out our Help Center guides for any system usage questions you have to see if an article or video answers your question.
    • Note: You must be logged into LeadsRx before the link above will work correctly.
  • If there is no Help button or if you are not starting from our Help Center, you may email support-leadsrx@unbounce.com. This will allow our entire team to view your question and help as quickly as possible.

Communication:

    • Ensure the Subject Line of the message is clear Ex: “*Company Name: Question about Touchpoint Groupings” | Be sure to include screenshots, navigation paths, or spreadsheets in the message where applicable
    • During videos calls with any LRx team members, be prepared to share your screen for the quickest walk through
    • Expected first response time: 2 - 24 hours
  • Expected Updates (Urgent Issues - please see next section): 48 - 72 hours

If you have an upcoming meeting for which you’ll need questions answered by our team, please give us at least 48 hrs to schedule a video call

Urgent issues happen! Or sometimes, an answer needs to be explained in a different way. Here’s how to best help us help you:

  • If you experience an urgent issue, please include “TIME SENSITIVE” in the subject line of your email to ssupport-leadsrx@unbounce.com. In the body of the message, please include when you need the answer. This will help our team triage messages more effectively.
    • Why this Tip? Our team receives a high volume of tickets every day, and we strive for the expected response times we provide for our customers. Working together in the same time constraints makes for a stronger partnership. 
    • Solution Timelines: In addition to adhering to our response times, our team values providing regular updates on our problem-solving, especially when the issue at hand requires more than a couple days. You should receive updates from our team every 48 - 72 hours.
  • Does the answer to your question make sense to you? If not, a member of our team can bring in a colleague to explain from their slightly different perspective. If you aren't understanding the answer provided in the first go around, please respond to the message and ask the team member who assisted you to bring in a second person for an explanation!