Why We're Email-First (And Why That's Actually Better For You)

Let me share something that might surprise you.

We've built our entire support philosophy around email and chat. Not because it's cheaper or easier for us – but because it actually gets you better, faster results.

Yeah, I know. That's not what you'd expect to hear.

Here's What We Actually Do

We offer three types of support:

Email (our primary channel)
Chat
Phone support (which usually starts with email)

And here's the thing that sets us apart – we don't just send you canned responses. Our team creates custom videos walking through your specific issue. They'll show you exactly what's happening and how to fix it.

Think about that for a second. When was the last time a software vendor sent you a personalized video?

Why Email-First Works Better

After supporting thousands of advisors, we've learned something important.

Phone calls feel immediate, but they're actually slower. Here's why:

When you email us, our support team can:

Pull up your account details before responding
Research your specific configuration
Create that custom video showing the exact solution
Document everything so you can reference it later

Compare that to a phone call where we're scrambling to understand your setup while you're on hold.

Our time to resolution? Under 10 minutes on average. Try getting that with traditional phone support.

The Game-Changer: We Support Your Clients Too

This is where things get really different.

Unlike virtually every other platform out there, we directly support your clients. Password reset? Account aggregation question? Some technical hiccup? We handle it. You don't have to become tech support for 100+ clients.

Think about what that means for your practice.

You're not fielding calls about forgotten passwords at 4:30 on a Friday. You're not trying to troubleshoot why Mrs. Johnson can't see her held-away accounts. We do all that for you.

And your clients? They get professional support from people who actually understand the platform. No more awkward "let me figure that out and get back to you" moments.

When Phone Support Makes Sense

Don't get me wrong – sometimes you need to talk through something complex.

That's why we offer phone support too. But here's how we make it actually useful: we start with email first. Why? So when we do get on the phone, we're prepared. We've already looked at your account, understood the issue, and often have a solution ready.

No more spending 20 minutes explaining your setup while someone puts you on hold to "check with the team."

Real Support Looks Different Than You Think

Most vendors talk about "great support" like it's about being available 24/7 or having a huge call center.

But that misses the point entirely.

Real support means:

Getting the right answer the first time
Having everything documented so you can reference it later
Not making you repeat yourself to three different people
Actually solving the problem, not just acknowledging it

Our email-first approach delivers all of that.

The Uncomfortable Truth About Traditional Support

Here's what nobody wants to admit about phone-first support:

It creates the illusion of service while actually slowing everything down. You wait on hold, explain your issue, get transferred, explain it again, and maybe – if you're lucky – get a resolution.

Meanwhile, that same issue could have been resolved in one email exchange with a video showing exactly what to do.

I've been in this industry long enough to see how the sausage is made. Most phone support is about making you feel heard, not actually solving problems efficiently.

We chose differently.

What This Means For Your Practice

When you work with us, you get:

Faster resolutions (usually within 10 minutes)
Custom video responses that actually show solutions
Support for your entire client base without extra fees
A complete record of every interaction
The ability to forward our responses to team members

And when you do need that phone call? We're ready for it. We've already done the homework.

The Bottom Line

We didn't choose email-first because it's trendy or cost-effective.

We chose it because after years of watching advisors struggle with traditional support models, we knew there was a better way.

One that respects your time. One that actually solves problems. One that treats your clients as well as it treats you.

That's not just support. That's partnership.

And in a world where most vendors are racing to automate everything and remove the human element, we're doing the opposite. We're using technology to be more human, more helpful, and more effective.

Because at the end of the day, great support isn't about the channel you use.

It's about actually solving the problem.