Contacting Customer Support

Overview 

The Crossover Support Portal is where you can find out how to perform specific tasks or follow instructions for Crossover processes. Additionally, you can use Alan The Chatbot to retrieve more information or create a new request to receive assistance from our agents.

 

Prerequisites

 

For applicants, please use the contact widget at the bottom right of the application page after you pass stage #3 of the application process, or by reaching out to your dedicated executive recruiter.

 

Solution

  1. Navigate to the Crossover Support Portal using your favorite web browser. 
  2. Click on Sign in

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  3. The account used to log into the Crossover Support Portal is different than any other account that you have with Crossover, if you don't have an account, you will need to create a new one by clicking on Sign up.

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    1. Include your name and email address (use the same one as the one used for your Crossover account) and click on Sign up:

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    2. You will receive this confirmation message:

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  4. Click on the Sign in button.

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  5. Once you are logged in, you have three options for receiving great support:

     

    Ask Alan The Chatbot

    You can ask Alan questions about Crossover, and he will either provide you with the answer or a knowledge base article that will help you with your inquiry.

    1. Enter your issue, request or question in the text box to ask Alan. 

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    2. Alan will either ask you follow-up questions or tell you possible solutions.

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    Search the Knowledge Base 

    You can find solutions to common issues and answers to frequently asked questions in Crossover’s Knowledge Base.

    1. Type your issue, request, or question in the text box located in the center of the portal. 

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    2. A list of articles related to your question or issue will be displayed:

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    Create a Support Ticket

    In this section, you will learn how to create a ticket using the Crossover support portal. 

    1. Click Submit New Request

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    2. Fill in the form. The Subject, Description, Priority, and Issue type are required fields.

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    3. Click on the Submit button located at the bottom of the form. 
    4. You will receive an automated email notification once our Support Team receives the ticket.

 

General Recommendations to Receive Great Support

  • After you create a ticket, check the progress updates in the portal. You will be also able to click on the support update links in the emails you receive.  
  • If our agents request information, get back to us as quickly as possible.
  • Replying by email to say "Thanks" after the issue was solved will reopen the ticket; please use the survey instead. 
  • For every support experience you have, please fill in the surveyWe take corrective action every time you give us actionable feedback.

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