Respondent Support Team Hours for Participants:
Our Support Team queues are monitored by USA-based staff Monday through Friday, beginning at 10:30 AM EST and ending at 7:30 PM EST, excluding weekends and USA Federal Holiday's.
USA Federal Holiday's & Observed Holiday's when Respondent is Out of Office:
- New Year's Day
- Martin Luther King Jr. Day
- President's Day
- Memorial Day
- Juneteenth
- Independence Day
- Labor Day
- Columbus Day
- Veteran's Day
- Thanksgiving Day
- Day After Thanksgiving/Black Friday
- Christmas Eve
- Christmas Day
How can I contact Respondent Support?
The best way to contact Respondent Support is by using the in-app chat functionality whenever you are logged into the platform. This will be a small, blue, "chat bubble" located on the bottom right corner of your screen that will immediately launch a chat with our Support Team.
While our chat support is not monitored 24/7/365, we do aim to respond promptly using a "first come, first served" approach. If we are offline or slow to respond, our detailed, informative, and pleasant AI assistant will be there to help you, referencing our deep Help Center content. Opening one singular chat (ticket) will help us prioritize and get back to you as efficiently as possible and duplicate and repeat tickets will often reset your place in our queue.
Please note that in most cases we prioritize mission critical chats first, and then work through from oldest chat to newest - on a first come, first served basis.
To contact Respondent's Support Team, Find the blue Respondent "chat bubble" here:
Then, once you click on the blue chat bubble, you'll see the following options:
Important Note: Please know that we are a small team working to support a large number of Researchers, Partners, Participants, and users across the globe at any one time. If we are slow to respond, we do appreciate your patience! In most cases we prioritize mission critical chats first, and then work through from oldest chat to newest - on a first come, first served basis. Duplicating communication threads, chats, tickets, and/or including excess email recipients on one thread will likely decrease our response times by resetting your place in the queue.
Note about our AI Assistant: We have begun using an AI Assistant to answer questions and provide support with some more common queries. This will also help triage and diagnose issues when we are offline and help to increase response times, resolutions times, and technical troubleshooting when a human support agent is needed. We recognize AI is a complex topic and we have spent significant time training and educating our systems to be as helpful and efficient as possible. We ask that you please give our AI tool a chance, and know that we are always behind the scenes ready to help.
How to reach Respondent Support:
1. Start a chat with our Support Team directly from the chat support "bubble" in the bottom right hand corner of your screen (when logged into the Respondent platform). From there, our AI auto-help agent will immediately begin assisting you!
2. Our Support queues are monitored by real humans Monday through Friday, from 11:30 AM Eastern US until 7:30 PM Eastern US, excluding US federal holidays. Please allow more time for our assistance on Monday's and following US federal holidays, as we will be working to get caught up across all pending requests. There is no need to duplicate your outreach or send multiple follow ups, we will be with you as soon as we can!
3. In the event our AI auto-help agent is unable to resolve your issue, or answer your question, simply ask to speak to a human or select the "Talk to a Human" option at anytime and your thread will be escalated for a team member to review.
4. In the event the chat service is down or otherwise unresponsive, please email support@respondent.io as a backup option to reach our team. In order to keep queues organized and our follow up as efficient as possible, please only reach out via one method (either in-app Support Chat or email). Thank you!
We look forward to helping you! Thanks for being the best part of Respondent!