As of 1st September 2020, all Mews customers can upgrade to our new Premium Support package to receive an even faster, more personalized service.
For the last eight years, we’ve provided high-quality customer support for all of our customers, and as the number of Mews properties has grown, we’ve expanded our amazing support team to meet demand. However, as our customers continue to increase in numbers and diversity, we’ve reached a point where we can provide better service by offering a premium package to those who require it while still maintaining an excellent support level for customers with standard support.
What is Standard Support?
- E-mail support with response times of 24 hours: [email protected]
- Access to our comprehensive Help Center, filled with user guides, FAQs, and videos explaining Mews functionality
- AI bots to help you find the right answer to your questions – simply open the chat window in the system, and our bots will guide you to the right articles to help solve your challenge
- Access to Mews University, our online library of videos and tests that’s accessible to all employees using Mews – if you don't have a login or forgot your details, use this article to help guide you
- Emergency helpline for critical problems that are hindering your operations: +420 245 501 660
Premium Support – €199 per property per month
While our standard support remains sufficient for common users, some of you may be looking for more a personal, lightning-fast service. If this is the case, Premium Support is the perfect service for you.
In addition to all the features offered in the standard support, we offer:
- 24/7 live chat with Mews specialists, accessed from inside Mews
- Dedicated phone line for all your queries, day-and-night – simply call +420 245 501 660, select the "Premium Support" option, and you’ll be instantly connected to our specially trained agents
- Email and chat requests will be automatically routed to the top of the queue, ensuring rapid responses. Critical issues will be responded to within 30 minutes and any other requests within 2 hours.
- Expert door lock support – for properties that have installed a door lock integration with Mews, our specialized team will be able to help you troubleshoot any problems
- Personal API integration advice from specialists if you’re building reports and integrations directly into the Mews API
We’ve trained a highly-skilled, friendly team of Mews customer support experts who are ready to answer all your queries. Their aim is to solve your queries quickly and in the most efficient way possible by routing your tickets to the most experienced agents.
By having a dedicated team for your hotel, hostel, or apartments, we’ll get to know your business and ensure we recommend the best solutions for you, helping your property to thrive in the coming years.
If you’re interested in purchasing Premium Support, please contact our Customer Success team at [email protected].