Q: What does customer support look like beyond the Concierge service? If we don’t continue Concierge after launch, is our team responsible for technical issues and participant questions — or is there a support structure participants can rely on?

Support doesn’t depend on Concierge. Whether or not you keep Concierge after launch, participants and administrators have a dedicated support structure in place.

For participants: Healthtek.guru, available 24/7.
The vast majority of participant support runs through our Healthtek.guru site. It’s a round-the-clock resource for troubleshooting any app or challenge issue, and a growing library covering new features and general platform use. Participants can self-serve answers anytime, without needing to route questions through your team.

When an article doesn’t cover it: our Contact form.
If someone can’t find what they need in the library, our Contact form is kept front and center to encourage outreach. In most cases, we respond within one business day. There isn’t a participant call-in phone line — support is handled through these channels so requests are tracked and answered reliably.

For your team: an administration portal seat.
A client representative — usually an HR lead or engagement expert on your side — always receives an admin portal seat. That seat provides broad access to real-time reporting, moderation tools, and new challenge management. Most representatives run their community directly from the portal and call on our team only when they need to.

In practice, that means your team isn’t left holding technical issues, account management, or profile questions alone. Participants self-serve through Healthtek.guru, escalate to us via the Contact form when needed, and your admin handles day-to-day community management from the portal — with our team as backup.

Want a fully hands-off option? Concierge Services add a dedicated human layer that designs, builds, and runs your challenges for you. You can learn more about Concierge for new and existing accounts here.