So you have now launched in Ben, exciting!
This is your guide to getting support from the team here at Ben.
Please see below for an in depth guide to what you have access to in terms of support, and how best to find the answers you need.
If you have any questions about what’s included in you plan you can compare 👉 here
*Please note that once you have gone live you should refer to:
The Ben Help Centre
Ben Customer Support
Dedicated Customer Success Manager
1. Onboarding Documentation
Based on your onboarding and implementation service package your onboarding manager may have provided you with an Onboarding Pack.
It is important that you refer to your Ben Onboarding Pack first as you may have custom configurations which are specific to you.
2. Ben Help Centre
The Ben Help Centre is your first port of call for help as it is likely that your question is answered within one of our articles. We have sections for each element of the platform, to make it easier to find the answer to your question.
Please see links to each section below 👇
🔗 The Admin Portal - For queries on how to use the Ben Admin Centre.
💳 The Ben Card - For queries on how employees can use their Ben cards.
➕ My Benefits - For queries relating to core ‘enrollable’ benefits (e.g,. insurance, pension, etc..)
🖥 The Ben Platform - For queries on the overall platform
You can also find the help centre from within the platform, by clicking the Help Centre button in the bottom left hand corner of the screen when logged into Ben 👍
3. The Customer Support Team
If you have searched the help centre and still cannot find an answer to your question, please reach out to us 🙂
Our dedicated customer support team at Ben are here to help with any issues you may have. The best way to contact the team is to use the in platform chat (You can find this in the bottom right corner), or you can email our support team. You will find the email on the help centre.
Our SLA for a first response is 24 hours, however our average FRT (First time response) is under 3 hours 😀
4. Your Dedicated Customer Success Manager
Depending on your service tier you may have a dedicated Customer Success Manager available to you. Dedicated Customer Success Managers are only available to those on the Enterprise tier. If you are unsure of the pricing tier you are on, please see our pricing page.
Your Customer Success Manager is a dedicated resource for you and available for (amongst other things):
All discussions relating to adding features, products, or benefits to the platform
All commercial questions
Escalations and urgent queries