VanillaSoft offers world class support provided by subject matter experts. If you are not happy, we are not happy. VanillaSoft offers the following avenues to receive support:
Create, update, and view support tickets from inside your account. Just click on the Need Support icon on the top right corner of VanillaSoft screen to access your portal. You may also search our Knowledge Base for "How To's" to answer your questions, as well as access our library of user guides and videos.
Call our support line at (866) 763-8826, option 2, between 8:00 a.m. and 7:00 p.m. CST Monday-Friday, except for Holidays, to speak with a friendly support technician.
If you call at a busy time, please leave a message with our live answering service and we will make every effort to return your call within one hour or less depending on the severity of the issue.
See what our customers are saying about support:
I just wanted to take a moment and let you know how truly outstanding your support team is. They are always available to help me, even on issues that probably really are not their responsibility. They are extremely knowledgeable on a wide variety of topics. No matter what problem I am having they fix it or solve it very quickly. They are super easy to contact.
Everyone that I have worked with has been super helpful. I tend to work with Michael B and Thomas the most, and they are both AMAZING at what they do.
I just thought it might be nice to know how wonderful your team is. Thank you for your hard work and dedication to my company.
I just wanted to say that I am beyond happy with the amazing customer service I always get from VanillaSoft, and most recently for help with our de-duping process. This was a HUGE help and I could tell our agent was happy to help.
Please pass this to his supervisor. I just cannot say enough good things about the support team and your general level of amazing customer support.
Jennifer Brown Lido Isles Advisors
I'm a new client, and I just got off a long call with your technician, in which I was trained on the use of your platform. Now, I've been trying out some of your competitors recently, and have consequently sat through my fair share of training calls. And I can happily report that VanillaSoft's training was head and shoulders above all the rest.
My trainer was knowledgeable, patient, intuitive, responsive to all my needs and questions. He also shared a lot of insightful best practices and resources. He was generous probably beyond what was necessary to leave me satisfied as a customer, and consequently left me feeling good — as opposed to guilty — about contacting him for the follow-up issues that are bound to arise with any platform of this power. And beyond the facts, he just has a wonderful all-around phone presence. All that goes a long way with me.