average time to first response
Brightpearl customers benefit from their email support queries receiving a human touch and useful first response within 26 minutes on average.
However you choose to contact us, you’ll benefit from unlimited support from our in-house US- and UK-based Brightpearl experts. As our "power users", they're using Brightpearl and helping hundreds of retail and wholesale businesses every day. But most importantly, they are friendly, helpful and full of ideas on how you can get the most out of your Brightpearl account.
"Customer Support at Brightpearl is excellent and I’ve worked with hundreds of software companies over the years; these guys are among the best. The Customer Support is one of the reasons we chose Brightpearl. They react quickly and they’re always trying to assist and better understand what the problem is."
"I love the fact that when I call support I actually get to speak to someone in the UK. This is a real win for me. The support team have been great. The one technical issue I have had was resolved very quickly in about 15 minutes over the phone."
What you’ll have access to as a valued Brightpearl customer
- 1. Unlimited support
Ask us as many questions as you need to
We understand that things happen, mistakes are made and issues arise, so whether you need to phone or email us once a month, once a week, once a day or more frequently, there’s no cap on how often you can request help from us.
- 2. US- and UK-based support team
Get help from a representative local to you
With Brightpearl offices in both Austin, Texas and Bristol, England, you’ll get help from either a US- or UK-based representative, who works from one of our main offices full-time and who knows the product inside and out. No overseas call centers, just helpful local support.
- 3. 16-hour day phone support
Speak to someone during your business hours
Because our Texas and UK offices overlap when it comes to time zones, you’ll benefit from phone support for 16 hours every weekday, so rest assured that you’ll be able to speak to someone during your business hours.
- 4. 24/7 email support
Email for help at any time, day or night
Alongside 16-hour day phone support, you’ll also gain access to 24/7 email support. So should you wake up in the middle of the night with a burning question, you can email us and benefit from our average time to first response of just 26 minutes.
- 5. Detailed online documentation
Get your questions answered at any time
As a valued Brightpearl customer, you’ll benefit from a wealth of online support documentation, covering everything from the core features of Brightpearl, to our supported apps and integrations, as well as information about upcoming feature releases.
- 6. Useful online community forums
Gain knowledge and share advice with other Brightpearl users
Through our online community forums, you’ll have the opportunity to gain knowledge and share advice with other Brightpearl-powered businesses, ensuring you have a strong network of help and support wherever you choose to seek it.
"On the very rare occasions that we run into any issues or need a little help, the Brightpearl support team have been really helpful and great to work with - quick to respond and very friendly."