Right expert. Right time. Real results.
When you need help, you shouldn’t have to wait in a queue or get passed from one team to another. At 15Five, customer support is a partnership built around the simple idea that you deserve access to the right expert at the right time.
Our customer experience model connects you directly to the specialists who can answer your questions, fix issues, and guide your strategy, fast. Whether you’re launching a new review cycle or analyzing engagement data, we’ve built support that’s immediate, human-centered, and designed for impact.
Direct access to real experts
Every 15Five customer has access to subject matter experts across performance, engagement, data, and integrations. You can connect live through a Zoom session with a Customer Experience Manager who can walk you through configuration, strategic questions, or best practices as early as the same day.
When you need quick troubleshooting, our Support Team Access gives you immediate responses with our AI agent, or you can chat live with a human agent trained to diagnose and resolve issues quickly. You’ll talk to the people who know the platform inside and out.
A pooled model for faster response
Instead of relying on a single customer success manager, 15Five uses a pooled resource model. Each inquiry is routed to the right expert based on your need: technical, strategic, or data-focused.
This model reduces response times, eliminates hand-offs, and ensures that no matter when you reach out, someone qualified is ready to help. From quick product fixes to in-depth performance or engagement strategy, support is always on and always connected to the right expertise.
Our Professional Services team also partners with new and existing customers to coordinate complex rollouts, ensuring a smooth start with clear timelines, configuration help, and project management along the way.
This always-on, team-based model means you never have to wonder who to contact or when you’ll hear back. You get quick, qualified help every time.
Multiple ways to get help
We know every team’s needs look different, so we’ve built multiple ways to get support:
- Ask an Expert: Meet live with a CX Manager for guidance, configuration, or strategy, often the same day.
- Support Team Access: Submit a ticket, ask AI, or chat live with a specialist for quick technical help.
- Managed Launch Support: Dedicated Professional Services for new rollouts, surveys, or review cycles.
- People Insights Reviews: Data sessions to unpack engagement or performance results and plan next steps.
- In-App Guided Support: Step-by-step walkthroughs and contextual help built right into the product.
And with over 1,000 articles and templates in the Help Center, you can also find self-serve resources anytime.
15Five’s Right Expert, Right Time approach is designed for momentum. It connects you to the people, knowledge, and tools that keep your HR programs moving without friction, handoffs, or delays.
Because when you have the right expert at the right time, you can move faster, focus on what matters, and help your people and business thrive.
