Getting Help

SunMule uses Intercom to provide intelligent, context-aware support that automatically routes your questions to the right team. Whether you're an employee needing technical assistance or a customer with service questions, our smart routing ensures you get help from the right people, fast.

How SunMule Support Works

Intelligent Support Routing

SunMule's support system automatically determines who you are and routes your request appropriately:

For Salon Employees

Your requests go directly to the SunMule Support Team:

Technical system issues and troubleshooting
Equipment control and Honey Badger IoT problems
Account management and billing questions
Training and onboarding assistance
Feature requests and system feedback

For Salon Customers

Your requests go to your salon's Guest Services team:

Membership questions and account issues
Appointment scheduling and modifications
Service questions and pricing inquiries
Billing and payment concerns
General customer service needs

Smart Routing

The system automatically identifies your role and routes your conversation to the appropriate support team. You don't need to choose - we handle the routing for you!

Getting Support Through Intercom

In-App Messaging

Instant Support Access:

Click the help button anywhere in SunMule
Start typing your question in the chat window
Get connected to the right support team instantly
Continue conversations across multiple sessions

Real-Time Assistance:

Live chat with support representatives
Instant notifications when responses arrive
File and screenshot sharing capabilities
Full conversation history and context

Rich Communication Options

Text-Based Support

Quick Questions: Get fast answers through text chat
Detailed Explanations: Provide comprehensive problem descriptions
Code and Error Messages: Share technical details and error logs
Links and Resources: Receive helpful links and documentation

Visual Support

Screenshot Sharing: Show exactly what you're seeing
Screen Recording: Demonstrate issues with video recordings
File Attachments: Share documents, logs, or configuration files
Visual Annotations: Highlight specific areas of concern

Audio and Video Support

Voice Messages: Explain complex issues with voice recordings
Audio Calls: Get real-time voice support when needed
Video Calls: Screen sharing for visual troubleshooting
Co-browsing: Support agents can view your screen (with permission)

Employee Support Features

SunMule Technical Support

What Our Team Handles:

System configuration and setup assistance
Equipment integration and Honey Badger support
Performance optimization and troubleshooting
Multi-location setup and management
Payment processing and financial reporting
Training materials and best practices

Specialized Support Services

Technical Assistance

System Issues: Login problems, performance issues, connectivity
Equipment Support: Honey Badger installation and configuration
Integration Help: T-Max replacement setup and optimization
Data Management: Import assistance and data migration

Business Support

Account Management: User setup, permissions, and role assignments
Training Services: Comprehensive onboarding and ongoing education
Billing Support: Invoice questions, subscription changes, usage tracking
Feature Guidance: Advanced feature setup and optimization

Advanced Communication Features

Priority Support

Urgent Issues: Mark critical issues for immediate attention
Emergency Escalation: Automatic escalation for system-critical problems
After-Hours Support: Emergency contact for critical business issues
VIP Support: Priority handling for enterprise customers

Collaborative Support

Team Conversations: Include multiple team members in support discussions
Expert Handoffs: Seamless transfer between specialists
Follow-up Scheduling: Automatic follow-up reminders and check-ins
Resolution Tracking: Complete history of issue resolution and outcomes

Customer Support Features

Guest Services Integration

Your Salon's Team Handles:

Membership enrollment and modifications
Appointment scheduling and cancellations
Service explanations and recommendations
Local promotions and special offers
Facility-specific questions and concerns

Seamless Customer Experience

Personalized Support

Account Recognition: Support agents see your full membership history
Location Context: Automatic identification of your home salon
Preference Tracking: Support teams remember your preferences
Service History: Complete record of your tanning sessions and services

Multi-Channel Consistency

Unified Experience: Consistent support whether online or in-salon
Cross-Channel History: Support conversations visible to in-salon staff
Seamless Handoffs: Smooth transitions between digital and in-person support
Complete Context: Support teams have access to your full customer profile

Support Communication Options

Text and Messaging

Instant Messaging

Real-Time Chat: Live conversations with support representatives
Quick Responses: Fast answers to simple questions
Rich Text Formatting: Bold, italic, and formatted text support
Emoji Support: Express emotions and add personality to conversations

Asynchronous Messaging

Leave Messages: Send messages when support is offline
Response Notifications: Get alerted when replies arrive
Conversation Continuity: Pick up conversations where you left off
Message History: Access complete conversation archives

Voice Communication

Audio Messages

Voice Recordings: Record detailed explanations of issues
Hands-Free Communication: Speak your questions while working
Clarity Benefits: Avoid miscommunication with voice explanations
Quick Responses: Faster than typing for complex issues

Live Audio Calls

Voice Calls: Real-time voice communication with support
Conference Calls: Include multiple participants when needed
Call Recording: Optional call recording for training and quality
International Support: Global voice support capabilities

Video Support

Video Messaging

Visual Demonstrations: Show problems with video recordings
Step-by-Step Guides: Record solutions for future reference
Equipment Issues: Demonstrate hardware problems visually
Training Videos: Receive personalized training recordings

Live Video Support

Screen Sharing: Share your screen with support agents
Video Calls: Face-to-face communication for complex issues
Co-Browsing: Allow support agents to guide you through processes
Visual Troubleshooting: See exactly what support agents are doing

Self-Service and Resources

Intelligent Help Center

Smart Search

Context-Aware Results: Search results based on your role and location
Auto-Suggestions: Smart suggestions as you type
Popular Articles: Most helpful content for your situation
Recent Updates: Latest documentation and feature announcements

Interactive Guides

Step-by-Step Tutorials: Visual guides with screenshots and videos
Interactive Walkthroughs: Guided tours of new features
Quick Reference Cards: Printable guides for common tasks
Video Library: Comprehensive video training materials

AI-Powered Assistance

Automated Responses

Instant Answers: AI provides immediate responses to common questions
Smart Routing: AI determines the best support team for your needs
Resolution Suggestions: AI suggests solutions based on similar issues
Escalation Detection: AI recognizes when human support is needed

Learning System

Improving Responses: AI learns from successful support interactions
Personalized Help: AI tailors responses to your role and history
Predictive Assistance: AI anticipates needs based on your usage patterns
Smart Notifications: Proactive tips and helpful suggestions

Response Times and Availability

Support Hours

Standard Business Hours

SunMule Technical Support: Monday - Friday, 8:00 AM - 6:00 PM EST
Extended Weekend Support: Saturday, 9:00 AM - 2:00 PM EST
Guest Services: Set by individual salon locations
Emergency Support: 24/7 for critical system issues

Response Time Expectations

Urgent Technical Issues: Within 1 hour during business hours
General Technical Support: Within 4 hours during business hours
Customer Service: Immediate to 2 hours (varies by salon)
Non-Urgent Requests: Within 24 hours

Global Support

Time Zone Coverage

Follow-the-Sun Support: Coverage across multiple time zones
International Customers: Localized support for global businesses
Holiday Coverage: Reduced hours support during major holidays
Emergency Escalation: 24/7 escalation for critical business issues

Getting the Best Support Experience

Before Contacting Support

Prepare Your Information:

Describe the Issue: Be specific about what's happening
Reproduction Steps: How to recreate the problem
Error Messages: Exact text of any error messages
Screenshots/Videos: Visual evidence of the issue
Business Impact: How urgent is this issue for your operations

During Support Conversations

Effective Communication:

Be Specific: Provide detailed descriptions and context
Share Relevant Information: Include screenshots, error messages, and system details
Stay Engaged: Respond promptly to support questions
Test Solutions: Try suggested solutions and provide feedback
Ask Questions: Don't hesitate to ask for clarification

After Resolution

Follow-Up Actions:

Verify the Solution: Ensure the issue is completely resolved
Provide Feedback: Rate your support experience
Document Solutions: Save helpful solutions for future reference
Share Knowledge: Help other team members with similar issues

Intelligent Support at Your Fingertips

With Intercom's smart routing and rich communication options, getting help with SunMule is faster and more effective than ever. Whether you need technical support from our team or customer service from your salon, the right help is just a click away.