While we strive to make the RunSignup platform easy to use, the truth is organizing races is complicated! Because of that, RunSignup customer support has several layers to help you create your best race. This includes support documentation to help you learn the platform, a dedicated support team to provide 7-day-a-week service, account managers for long-term support, and specialists in onboarding and retention. And did you know that every new race on RunSignup gets reviewed by a real person who provides feedback and suggestions?
Take a look at the resources and people available to help you succeed!
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Support Documentation
One of RunSignup’s core beliefs is that customers will be more successful when they have full control over their races. This means that you, the race director, can always make edits to your website, transfer a registration, send an email, and more. To facilitate that, we have a few self-serve resources you can dive into to learn how to optimize your event setup.
Knowledge Base: How-To Documentation
Our support portal includes 320+ searchable how-to articles supported by screenshots, screen recordings and videos. Bonus: check out the section of Tutorials for Runners for how-tos your can share with your runners on common topics like transferring a bib or joining a team.
Webinars and Events: Live Learning
For more a more interactive educational experience, join one of our live webinars or check out an in-person event like a Roadshow or RunSignup University. Webinars and events cover a wide range of key features and new releases, providing the opportunity to see technology demo’s, get a slideshow with instructive slides, and ask questions directly. But if you can’t make it to a webinar live, you can always check out our library of on-demand webinars, as well!
While the RunSignup YouTube channel hosts how-to videos and on-demand webinars, it’s also a great source of something else: short, quick videos with great technology tips. If you have just a little extra time, browse through – most are only 1-5 minutes in length, and you never know what you’ll learn!
The Support Team
Support Team (plus some developers) helping out at the Scott Coffee Run!
What we refer to as the RunSignup Support Team is the employees who handle high volume, 7-day-a-week support through the info@runsignup.com email and our online portal for support tickets. This group of speedy superstars includes Kevin Lai, Andrew Sigwart, Allison Carignan, Dave Hunt, and Dave Drew. Between them, they have 30 years of experience at RunSignup, along with a few decades of experience timing and managing races.
The info@ team handles a multitude of race director questions, including basic race setup, payment questions, and more complex customizations. Additionally, they respond to questions from your runners. While some runner questions have to be re-directed to the race (like “where is my T-Shirt”), they can assist with common issues like joining a team.
When they aren’t answering your questions, the RunSignup Support team is keeping up with the documentation and resources seen above. They update how-to guides and post video content. Andrew Sigwart and Kevin Lai are the faces (and voices) of our daily video series.
Tickets
To keep response times low and make sure no questions fall through the cracks, the info@ team uses a system of support tickets. This allows multiple people to work through race director questions at the same time, and combines support tickets, emails, and even social media questions into a single portal. With an average of 66 tickets per day, this allows the team to keep response times to a speedy average of 31 minutes and 15 seconds. Tickets are also resolved quickly – on average, each issue takes just 1.5 interactions to resolve.
When (and How) to Contact The Support Team
You can contact the support team via a support ticket or by emailing info@runsignup.com. Support is available 7 days a week and in the evenings. Special shout-out to the Daves, who handle weekend support and solve any race morning crises. If you have a time sensitive issue outside of normal business hours, the support team has you covered.
Meet (some of) The Support Team!
Account Managers
Races also have an assigned Account Manager. While races with Account Managers can still take advantage of the Support Team, Account Managers will be more updated on your specific race and needs. Account managers are the true RunSignup experts – they spend all day, every day in the system. Additionally, they include current and former race timers and race directors.
Our Account Management team includes Matt Sinclair, Natallie Young, Herman Kinard, Sean Callahan, Emily Warejko, Nancy Caviness, Steve Bingham-Hawk, James Armington, Anne Mitchell, Elisabeth DellaRova, Katie Atherton, and Soren Larson. They’re led by Lewis Jones. While they’re all experts in the platform as a whole, some specialize with certain types of customers. For example, Elisabeth and Katie focus on ticket events, Soren works with timers, and Nancy is the go-to for peer-to-peer fundraising events. Between them, they have 62 years of experience at RunSignup.
Account Managers at the 2023 Winter Sales Meeting
How Account Managers Communicate
Races will first be introduced to their account manager after race setup. Each account manager does an initial race review to make sure the race is set up correctly, and may reach our with suggestions. Additionally, Account Managers have a queue of changes to races that include complicated or sometimes misused settings. This allows them to proactively reach out if there are any settings that could cause confusion.
Customers are also able to reach out to their Account Manager as needed. While email can be the speediest for some issues and allows for more documentation, Account Managers also make thousands of phone calls each year. If you aren’t sure who your Account Manager is, contact info@runsignup.com when you have a question and they can escalate it to your Account Manager if needed.
Meet (a few of) The Account Managers!
Integrating Customer Feedback
Obviously one goal of customer support is ensuring successful and happy customers. But there’s another goal for Account Management team: understanding the technology needs of our customers so we can build better, more practical software. Learn more about the process of collecting feedback, logging requests, and making updates to our features
Onboarding and Retention
While technically a part of the Account Management team, this group is focused on a specific segment of customers: smaller races who are new to the platform or renewing their events. We’ve had people working with these customers for now, but have recently split out this team and extended it. This creates a team of Account Managers who specialize in getting new races onto the platform (and keeping them successful). Val Lofton, Lauren Bergren, and Blaire Loman make up the Onboarding and Retention team. Between them, they have 16 years of RunSignup experience. Val also has years of timing and race directing experience and Blaire has directed a small race much like the ones her customers organize.
Meet (some of) The Onboarding and Retention Team
Val with a customer at his race
Lauren at a RunSignup Symposium Morning Run
