If you’re a Wodify box owner, you’ve probably had a question or two for us over the past few years. Maybe you wanted to know how to change your class schedule or update a payment method. To ask that question, you emailed our support team. Ali, Sean, or Evan got back to you, usually within the hour, with a carefully constructed answer that gave you the information that you needed.
But we get this question often: Why don’t we publish a support number that you can just call?
Here’s why: When you need support, we want to ensure you get all of the information you need — quickly, in one transaction, with no follow up questions required. To provide that information, we have a team of highly trained experts who know the ins and outs of Wodify like no other. They’re located in-house, sit next to each other, with their sole focus on answering your questions.
As you can probably guess, answering each question takes some time. It often requires going into a box’s individual environment, and working to resolve the issue or come up with a solution. We don’t want to outsource to a call center that’s staffed with people who are not knowledgeable about our software to answer your questions.
In our experience, call centers can be hard to deal with. Nothing is more frustrating than calling a company and explaining your issue over and over to its representatives as you are bounced from one to the other because they’re not versed in the product. It creates more work for you, and chances are that aspects of your issue would get lost in translation. You’re our priority here — we do not want to dilute the quality of our support and cost you time by resorting to an outside call center just to give a number to call.
If we posted a phone number for you to call us, we can guarantee that you would hit our voicemail at times. We can also guarantee that sometimes you would talk to someone who doesn’t know what they are doing and could only take a message.
So we ask that you send our support team an email with your issue. This process allows us to look into your question and hopefully respond quickly with an answer. It saves you time and helps you tend to the rest of your to-do list, while ensuring we’re giving you the best information possible. Email won’t do the trick? No problem — you can book a Setster call with any member of our Support team. We’ll get on the phone with you at a time that is mutually beneficial, screen share with you, and solve your problem like we were sitting next you!
Our process isn’t perfect but our hope is that whether you email us or book a one-on-one phone session, it’s quality response and quality help. So, have a question for our support team? Shoot them an email at firstname.lastname@example.org. They’re ready and waiting to answer your questions.