From getting started with Firefish to developing how your team uses the platform over time, there are different ways to get the help you need.
Your Firefish service includes access to:
- 24/7 Fish Tank knowledge and learning resources
- 24/7 In-App Chat with Finn
- Our Customer Support team for questions that need human assistance
- Regular live webinars and learning sessions
- Proactive Customer Success support
- Scheduled Success Reviews
- Optional paid training and consultancy when you need more dedicated support
The level of proactive Customer Success contact you receive will depend on the size of your Firefish subscription.
Getting Started with Firefish
When you first join Firefish, you'll follow either a Low-Touch or High-Touch onboarding journey, as selected during your sales journey.
Low-Touch Onboarding
Our Low-Touch onboarding is designed to be a self-led journey, giving you the flexibility to get your team up and running at your own pace.
We'll guide you digitally through the process using:
- Step-by-step onboarding emails
- Our Getting Started section in the Fish Tank
- How-to guides and videos
- Best-practice content
- Access to our Support service when you have product questions
We recommend working through the Getting Started guides as part of your onboarding. They're designed to help you understand the key areas of Firefish and get the most from the platform from day one.
High-Touch Onboarding
Our High-Touch onboarding combines all of our self-service onboarding resources with more direct involvement from our Implementation team.
You'll still be supported throughout your journey with:
- Step-by-step onboarding emails
- Our Getting Started section in the Fish Tank
- How-to guides and videos
- Best-practice content
- Access to our Support service when you have product questions
Alongside these resources, you'll have additional support from our Implementation team, with your onboarding plan, training and included sessions agreed with you as part of your implementation journey.
Once onboarding is complete, you'll move into our ongoing Support and Customer Success service.
What Happens Once I'm Live?
Every Firefish customer has ongoing access to our Support service, Fish Tank, webinars and Customer Success resources.
The amount of proactive Customer Success contact you receive depends on the size of your subscription.
| 1–10 Users | 11–49 Users | 50+ Users | |
|---|---|---|---|
| Customer Success | Account monitored by our Customer Success team | Dedicated Named Customer Success Manager | Dedicated Named Customer Success Manager |
| Scheduled Success Reviews | Once per year | Twice per year | Quarterly |
| Proactive engagement | Primarily digital, as required based on account activity | Direct contact from your Customer Success Manager | Direct contact from your Customer Success Manager |
| Day-to-day product support | Support team | Support team | Support team |
| Fish Tank | 24/7 | 24/7 | 24/7 |
| In-App Chat with Finn | 24/7 | 24/7 | 24/7 |
| Webinars | Included | Included | Included |
| Additional training & consultancy | Available separately, speak to the success team for packages | Available separately, speak to CSM for packages | Available separately, speak to CSM for packages |
Customer Success for 1–10 User Accounts
Once you've completed onboarding, you'll receive an introduction to our Support and Customer Success teams so you know where to go when you need us.
While you won't have a named Customer Success Manager for regular one-to-one contact, your account is still being looked after.
Our Customer Success team monitors customer accounts behind the scenes.
If we identify that you're not using areas of Firefish we'd expect, or spot an opportunity that could help you get more from the platform, we'll proactively reach out.
For smaller accounts, this will predominantly be through digital communications, including relevant videos, guides, webinars and best-practice recommendations.
Your Annual Success Review
You'll also receive an annual Success Review, normally scheduled just over halfway through your contract year.
We'll use this session to look at how you're using Firefish, understand your priorities and identify opportunities to help you get more value from the platform.
Customer Success for 11+ User Accounts
If you have 11 or more users, you'll have a dedicated Customer Success Manager.
They'll introduce themselves and touch base with you during the first few weeks following your onboarding.
Behind the scenes, they'll continue to monitor your account, understand your objectives and identify opportunities to help your team get more from Firefish.
Your Success Reviews
You'll receive scheduled Success Reviews based on your user tier - twice per year, or quarterly.
These are focused sessions where we'll:
- Review how you're using Firefish
- Discuss your business priorities
- Identify opportunities or challenges
- Recommend ways to get more from the platform
- Agree relevant next steps
Your Customer Success Manager is there to support your longer-term success with Firefish, rather than acting as your first point of contact for day-to-day product questions. For those, our Support team is the quickest way to get help.
Need Help Using Firefish?
There are a few different ways to find an answer.
Search the Fish Tank
The Fish Tank is available 24/7 and contains step-by-step guides covering Firefish functionality, workflows and best practice.
If you're new to Firefish, our Getting Started section is a great place to begin.
You can also use the red messenger icon at the bottom right of the Fish Tank to search for what you need.
Asking a Question
Can't find what you're looking for?
Our In-App Chat is the fastest way to get support and is available 24/7.
Simply:
- Click the red messenger icon.
- Submit your question.
- Our In-App Chat agent, Finn, will help you find the answer.
Finn is great at answering questions about Firefish, providing clear step-by-step guidance and directing you to relevant Fish Tank articles if you'd like to learn more.
What If Finn Can't Answer My Question?
While Finn can answer many Firefish questions immediately, sometimes your query will require somebody to look specifically at your account, data or configuration.
That's where our Support team comes in.
There's always a human Support team behind Finn.
If your question can't be resolved through our AI support, a member of the team can pick it up and investigate further.
This means you get fast answers to common questions, while still having access to our team when your query needs a more personalised investigation.
Learn More with Firefish Webinars
All Firefish customers also have access to our regular webinars and learning sessions.
These are designed to help you learn more about Firefish functionality, discover best-practice workflows and get more from the tools available to you.
Sessions are run live, giving you an opportunity to learn directly from the Firefish team and ask questions as you go.
Can't make it?
Webinar content is also made available through the Fish Tank, so you can access it when it suits you.
Need More Dedicated Help?
Your scheduled Success Reviews are designed to review your overall use of Firefish and help identify opportunities to get more value from the platform.
Sometimes, though, you might want us to go deeper.
For example, you may want:
- Dedicated training for your team
- One-to-one coaching
- An in-depth review of a particular workflow
- Help redesigning a recruitment process
- Consultancy around your Firefish configuration
- Hands-on help configuring or setting up functionality
These activities require dedicated time with a member of our team and sit outside your standard Support and Success service.
Your Customer Success contact can discuss what you need and recommend the appropriate training or consultancy option.
Got an Idea or Feature Suggestion?
We love hearing your ideas about how Firefish could work even better for you.
If you've got a suggestion for a new feature, functionality or product improvement, the Firefish Customer Ideas Community is the best place to share it.
By adding your idea to the Community, you can:
- Submit new ideas and suggestions directly to our Product team
- See what other Firefish customers are asking for
- Vote for the ideas that would make the biggest difference to you
- Keep an eye on the most popular ideas
- Follow ideas as they move through stages such as Under Review, In Development and Beta
Before submitting something new, it's worth having a quick search too — another customer may have already suggested it, and you can add your vote.
👉 Visit the Firefish Customer Ideas Community
Who Should I Go To?
💬 "I have a question or something isn't working as expected."
Start with In-App Chat/Finn for the quickest route to support. Our Support team monitors conversations behind the scenes and will jump in where needed - for example, if your question requires further investigation or is specific to your account, data or configuration.
🔎 "I want to know how to do something in Firefish."
Search the Fish Tank or ask Finn for step-by-step guidance.
🎓 "I want to learn more about best-practice workflows."
Join one of our live webinars or explore the learning content in the Fish Tank.
📈 "I want to discuss how we're using Firefish and how we could get more value."
This is what your Success Reviews and Customer Success service are designed for.
🛠️ "I want someone to work with us in depth on our processes, training or configuration."
Speak to Customer Success about additional training and consultancy.
The Right Help at the Right Time
Our approach is designed to give you quick access to help when you need it, while also proactively supporting you to get more from Firefish over time.
Whether you're finding an answer in the Fish Tank, asking Finn a question, speaking with our Support team, joining a webinar or reviewing your goals with Customer Success, there's always a route available to help you get more from Firefish.