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We’re Launching a new Knowledge Centre and Support Tools for Our Pet Sitters and Customers!

At Mad Paws, we are always making improvements to the services we offer you, so we would love to keep you up to date with our latest features and upgrades on our website.


The Mad Paws team is always trying to find new ways to help educate and support our pet minder and owner community.As a start-up company, we are always looking to improve our website and the way it works, as well as continue providing more support for all of our users. That’s why we’ve decided to start writing to you about our new technical changes to the website.  

We have recently given our customer support services a make-over. We are hoping that these changes will make it easier for our pet sitters and owners to find the answers to any questions they may have. The three main changes are: we now have Live Chat, a Feedback Widget and a new FAQ section - the Knowledge Centre. In this update we will explain how all of these work, and point out where to find them!


1. Live Chat - What and How

The first of our new features is the Live Chat function, this gives you direct access to our local Aussie customer support team during working hours. To use our Live Chat, you will need to follow these steps:



1. On the bottom right-hand side of some pages on our website, you will find these buttons (see below) which you can click on to start a real-time conversation with one of our support members:


OR



2. When you first click on the button, you will be prompted for some information. This is for us to understand who we are helping, and lets us find your Mad Paws profile and resolve your issues better!

 

Mad Paws Support Chat

 


3. Once you have filled these in, you can start a conversation with us, and we will work towards helping you find the answer. It’s easy!  



2. Feedback Widget - What and How


The second feature we have added is the feedback widget, which has two main functions:

  1. A search function which helps you find the answer to your question in our new Knowledge Centre. This is a fantastic resource, and will help to guide you to an existing answer to your questions in our FAQ (if we’re missing anything, please let us know!).  

  2. A feedback function to send an email to our customer support team. It is easier to get in contact with our support team, as well as pass on your suggestions, using this feature.


To use our Feedback Widget, please follow these steps:


  1. Find the feedback widget on the right-hand side of some parts of our website.


  1. Click on the Feedback Widget pop-up, then you can write us a message, or try and search our new Knowledge Centre for the answer.



  1. The best part is that when you enter in a “Subject” we automatically search up any Knowledge Centre articles that are related to your question.

 


  1. Now, if you can’t find an answer to your question, then just write in the text box as if you were writing us an email. You can also attach files to better explain the problem you may be having. For instance, you may include a Screenshot of the page you’re on with one-click. This could help us understand your problem and solve the issue a lot faster.



  1. When you have finished writing your email, click “Submit”, and our team will reply you as soon as possible.


3. Knowledge Centre - What and How


The last part of our new update is our new FAQ section - the Knowledge Centre! Our Knowledge Centre has been created to make it easier for everyone to find the answers to any questions they may have. It is also full of great information for all of our Pet Sitters and pet owners. We hope that it will increase your knowledge of pet sitting too.

You can get to the Knowledge Centre here. Or, you can access it by clicking “Help” at the top of the Mad Paws page, or by clicking on ‘Knowledge Centre’ at the bottom of the website.

OR


Once you are in our Knowledge Centre, please use the Search Bar to find the information you need, or browse through our specific information categories to find what you are looking for.

 



There is a section which has been specifically tailored to answer any questions Pet Sitters may have throughout their time with Mad Paws.



There is also a section which has been specifically made to answer any questions our Pet Owners’ may have throughout their time on Mad Paws.


 


We hope that you are now clear about the new changes we have created to improve the way Mad Paws can support you as our customer. We encourage you to begin using these new features, as it makes it easier for you to seek out answers to your questions! Our support team is still contactable via email (service@madpaws.com.au), but hopefully our Knowledge Centre will help you get the answers to your questions faster!


Lastly, if there is any topic that you would like us to add into our Knowledge Centre, please feel free to use our new Feedback Widget to let us know, we’d love to hear from you!

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