In-House User Support
staff and member support
Finally, a Tech Partner That Actually Picks Up the Phone
You didn’t get into association management to reset passwords or troubleshoot browser issues for your members
We believe you shouldn’t have to fight to get help from your software vendor. That’s why we rebuilt the support experience from the ground up. No chatbots, no outsourced call centers, and no reading from scripts. Just real people who know your name and know our platform inside and out
The "Support Roulette" Ends Here
We know the drill with other platforms. You encounter a glitch, you submit a ticket, and then you wait. Maybe you get a generic auto-reply. Maybe you get bounced around to three different departments. Maybe you get told “that’s not in your support tier”.
It’s exhausting, and it makes you feel like just another ticket number.
We do it differently.
At CE21, we don’t treat support as a cost center we need to minimize. We treat it as the most critical part of our relationship with you. When you call us, you aren’t routed to a massive call center overseas; you are talking to our team right here in the office.
What "Support That Feels Like Family" Looks Like
We Support Your Staff AND Your Members
This is the game-changer. Some software vendors will only talk to your designated administrators. If your members have trouble logging in or accessing a webcast, those calls come to you.
Not with us. We act as an extension of your staff. We field questions directly from your members so you can stay focused on your real work.
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- Login issues? We handle it.
- Can’t find a certificate? We help them find it.
- Webcast audio trouble? We troubleshoot it with them directly.
100% In-House Team
We never outsource. Every single person answering your emails or calls is a CE21 employee. Because our support team is in company meetings with our product managers, they don’t just read off a script, they actually understand how the system works. They can solve problems, not just log them.
Real Conversations, Not Robots
We don’t hide behind chatbots. You get toll-free phone access and direct email support. When you have a question, you get a straight answer from a human who understands the specific context of association management.
What’s Included? (Everything.)
We don’t believe in holding help hostage behind expensive “Premium Support” tiers. We want you to succeed, so we give you full access to our team from day one.
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- Unlimited Support: Included in your contract at no extra cost.
- Toll-Free Phone Support: Call us when you need us.
- Integrated Ticket System: Submit and track requests right from your admin portal so nothing gets lost in an inbox.
- Live Stream Support: Dedicated technical assistance during your live broadcasts.
- CE21 University: A complete library of webinars, recorded training, and updated guides so you can learn at your own pace.
Ready to Stop Fighting with Your Software?
Stop spending your days as an accidental IT manager. Switch to a platform that supports you, your staff, and your members completely.
Frequently Asked Questions
Do you really charge $0 extra for support?
Yes. Whether you are a small association or a large organization, premium in-house member and staff support is standard in every contract. We don’t upsell you on help.
What if my members call you?
We help them! We treat your members with the same care you would. We help them navigate the catalog, access their transcripts, and view their content. We act as “another department”.
How do I contact you?
You can reach us via our toll-free phone number, email, or through the “Help Bucket” ticketing system built directly into the CE21 Manager.
What happens if we have technical trouble during a live broadcast?
We know live events are high-pressure, so we don’t leave you hanging. We provide Live Stream technical support to back you up. Our team uses monitoring tools to track stream uptime, quality, and the experience of having managed and performed literally thousands of live streams.
How does my team learn to use the platform?
We have a proper onboarding process with our Client Services team that is supplemented by your access to CE21 University (CE21U), our dedicated training hub. It is packed with recorded programs, webinar series, and educational content to help your staff master the system at their own pace.
Dedicated Support That Goes Beyond the Basics
“We have been thrilled with the training and support we’ve received from CE21. Any questions we have get answered the same day and the whole team has gone to great lengths to not just point us to solutions that exist, but also to CREATE solutions for us at every turn when we needed to create something custom.”