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Service Models and Support at Highlight

Our platform empowers you & your team, with added support where and when you need it. We offer every customer three ways to get help, depending on the type of support you need. Whether you're planning research, troubleshooting a project, or learning how to use the platform, our team and resources are here to help!

Support at Highlight

1. Knowledge Base

The Highlight Knowledge Base (where you are now!) is your go-to resource for learning how to use the platform and staying up to date on new features.

Inside the Knowledge Base you’ll find:

  • Step-by-step guides and bite size how-tos on platform features & functionality
  • Best practices for designing and running tests
  • Answers to common questions across use cases 

You can explore the Knowledge Base anytime here:
https://help.letshighlight.com/

 

2. Platform Support

For platform troubleshooting and questions about active tests running on Highlight, our Customer Support team is here to help.

Support can assist with:

  • Questions about active tests in flight
  • Platform capabilities or how-to questions
  • Technical issues or questions
  • User access and permissions
  • Questions about add-ons or services tied to your project

You can contact support via:

  • In-platform chat
  • Email: support@letshighlight.com
  • Support ticket form in the Knowledge Base

 

3. Customer Enablement Partner

Your Customer Enablement Partner helps you get the most out of your partnership with Highlight.

They support you by:

    • Onboarding you to the platform
    • Sharing best practices and use case guidance
    • Introducing new features and capabilities
    • Collaborating on your research roadmap
  • Ensuring you are extracting value from Highlight! 

Your Customer Enablement Partner consults on best practices to ensure we're on track to achieve your business goals with Highlight, while your Account Executive or Sales Rep is your commercial partner for all things contracts, pricing, and renewals.

 

Support Channels & Response Times

All support requests are routed to our Customer Support team, regardless of the channel used.

Response Time (SLA)

Our goal is to respond quickly so your tests always stay on track. All tickets will receive an email response within 4 hours, or by the next business day if submitted after 4 PM ET.

Customer Support Channels

  1. Customer Support Email: You can contact our product testing experts directly at: support@letshighlight.com. Once received, your message will create a support ticket, allowing our team to track and resolve your request efficiently.
  2. Support Ticket Form: You can also submit a request through the support form located in the Knowledge Base. When submitting a ticket, you’ll be asked to include:
  • Your email address
  • The study name (if applicable)
  • A description of your question or issue

Providing this information helps our team review your request quickly and provide the most helpful response.

     3. In-Platform Chat: The chatbot is available directly in the Highlight Customer App once you are logged in.

When you submit a question through the chatbot:

  1. A support ticket is automatically created
  2. The request is routed to the Customer Support team
  3. A team member will reply via email

This ensures your request is tracked and resolved as quickly as possible.

 

Project Submission Review

Once your project is set up and submitted, our team will review your project to ensure everything is ready for launch! 

What to expect:

  • Submitted projects are flagged for internal review
  • A team member will review the project within 1 business day
  • If adjustments are needed, we’ll reach out with recommendations

This review helps ensure your study is set up correctly so you can collect high-quality data and avoid delays once fieldwork begins.

 

Looking for more guidance?

Highlight also offers research advisory and managed support, affording customers the option to upgrade their Highlight partnership in one of two ways: 

  1. Ask A Researcher Hours: recommended for modern teams looking to drive their own research with expert advisory when you need it.

How it works:

  • Your dedicated team takes you through Partnership Planning and Platform Onboarding 
  • You run your own testing using the guided Highlight platform
  • You tap our Researchers for consult when needed, drawing from your purchased ‘Ask a Researcher’ hours as you go (sold in 5-hr bundles)
  • Your Researcher jumps on a call with you to do anything from confirming your study design looks good, to reviewing the survey you’ve built, or the Audience you’ve configured

Benefits:

  • Speed - you control your tests and how fast they move; no relying on email back and forth 
  • Learning - live Research consultation and advisory embeds knowledge into your team
  • Cost effective - a fraction of the cost of Premium service, still with customized Onboarding, Researcher assistance when you need it, and team support along the way

      2.   Premium Service Plan: recommended for teams looking for a more traditional, fully managed service.

How it works:

  • Your dedicated Researcher takes you through Partnership Planning and Project Kickoff
  • You coordinate with them across the lifecycle of the project, and across your partnership to run your research
  • You jump into the platform only when your review is needed 

Note: this Plan is more costly given the service provided.


Benefits:

  • Hands-off execution - Less coordination overhead, fewer moving parts to manage, and a straightforward path from question to answer.
  • Expert-led execution - Highlight researchers infuse best practices into your research design and approach on your behalf.

Reach out to your Customer Enablement partner or Sales Rep about pricing for Ask A Researcher Hours or upgrading to a Premium plan!