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Expensify’s Setup & Support Methodology

Rachael HopkinsRachael Hopkins Expensify Success Coach - Admin Posts: 746 Expensify Team
edited August 18 in Important

We’ve invested in a large team of highly trained product specialists focused on helping new and existing customers get the most out of Expensify. Our team members - located around the globe - are dedicated to providing all our customers, new and old, with realtime support for any and all questions you may have through a variety of channels.

This post outlines the best ways to get in touch and answers FAQs on how best to work with our product specialist teams.

Setup - Working with our Expensify Guides

We believe that hands-on experience is the best way to learn something new. That’s why we designed our Expensify Guides to answer any questions ahead of setup and assist in navigating setup choices at any pace you’d like.

To get on the phone with a Guide, just log in to your Expensify account and click the “Call” button on any task in your Inbox. Don’t have an account yet? Sign up for an account at expensify.com and begin a commitment-free trial to speak with a Guide.

If getting on the phone isn’t your thing, we have demo videos explaining each Inbox task to help you get setup. Simply click the “Watch Demo” button to get started. Finally, if you have any follow-up questions after speaking to a Guide or watching a demo, start an in-app chat with Concierge to speak with a product specialist.

With our Guides, you’ll be able to confidently trial and set up Expensify by actually experiencing our product first-hand. Our Expensify Guides also avoid the pitfalls of the typical sales process:
-No need for "calendar-coordinating" to get the answers you need. Our Guides are available on-demand.
-No sitting through endless demos of features that don’t apply to you or your team. Tell us what you’re looking for and we’ll guide you.
-No limit on setup assistance. Talk to your Expensify Guides as much as you want! Set up your company as quickly or slowly as you’d like.

Support - Working with Concierge

No matter your question, Concierge is here to support you. Concierge consists of a large team of highly trained product specialists focused on answering any questions you may have while improving Expensify for all our customers.

The best way to get in touch with Concierge is through in-app chat, available on the web and mobile app. Start up a conversation with Concierge to get any question you may have answered. You can also get in contact with a product specialist by emailing [email protected] Check out this Deep Dive for more information on Concierge!

Common questions about Expensify Setup & Support

How can I get a demo of your product?
You can watch demos of our product instantly from your own commitment-free account. Click the “Watch Demo” button, which you can find in each Inbox task, to see the configuration in action. For any further deep-dive videos on Expensify, feel free to reach out to Concierge. And to cap it all off, we have a 42-day free trial that you can take advantage of to familiarize yourself with our functionality and ensure Expensify is a good fit!

Do you have a main point of contact?
Our team aims to give you the fastest responses possible by introducing round-robin outreach, so please don't be alarmed if different members of the team reach out to follow up.

When will I receive calls from an Expensify Guide?
If you click the ‘Call’ button, our team will contact you on the number you’ve provided as soon as possible. Our team may also reach out to you to offer assistance if you have any setup tasks remaining, but always within 9am - 5pm on weekdays in your local timezone. You can update your timezone here to keep it current and let us know the best time to contact you.

What happens if I need an answer right away?
Concierge works in real-time during business hours, and most queries are answered within 5 minutes. That being said, if you work for a company that uses Expensify, your starting point is your Admin (likely the person who reimburses you) and if that person can’t answer then reach out to Concierge.

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