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Live Chat FAQ

  • Updated

Contents

 

How do I access Live Chat?

Follow the instructions the TechSoup Support article: How do I contact TechSoup Customer Service?

 

What should I do if I am having issues locating or connecting to the Live Chat?

Follow the instructions and complete all of the troubleshooting in the TechSoup Support articles: 

Instructions and troubleshooting not resolving your issue?  You can also connect with customer service by posting in TechSoup's Community Forums.

 

Am I chatting with a real person?

Yes!  When you access the Help bubble you will first be connected with the Chat Virtual Assistant that will try to assist you.  To be connected with one of our skilled TechSoup Customer Service representatives, enter one of the following terms or phrases to connect to a TechSoup Representative:

Terms

  • Contact
  • Agent
  • Customer service
  • Customer agent
  • Customer representative

Phrases

  • Talk to agent
  • Talk to a person
  • Talk to someone
  • Chat with a human
  • Chat with a representative
  • Connect me to a live agent
  • Connect me to a person

While you are in the chat waiting room, you will receive automated messaging requesting information and providing resources. 

 

How long is the average wait time on Live Chat?

During certain times of the year our Live Chat wait times can exceed two hours. 

TechSoup is a 501(c)(3) nonprofit organization who strives the provide quality support with the resources available to us.  We appreciate our members’ patience when we experience delays and are always working towards improving our response times.

 

Why was I kicked out of the Live Chat queue?

When there are wait times over 20 minutes long, browsers have been known to time out while a member is waiting to connect with a TechSoup Customer Service representative.  We recommend periodically posting in the chat window to ensure your browser does not time out and kick you out of the waiting queue.

 

Why can’t I call TechSoup Customer Service?

Beginning January, 2024, TechSoup U.S. Customer Service transitioned to supporting our members exclusively through Live Chat.  As a nonprofit ourselves TechSoup does our best to provide the quality and timely service with the resources we can sustain.   At this time we have determined our resources are best focused on Live Chat support and developing TechSoup’s Digital Solutions and Services program.  

Learn more about TechSoup and the TechSoup Global Network.

 

What can TechSoup help me with?

TechSoup offers a range of support, services, and resources to our members.  The type of support you are looking for will determine which TechSoup team it is best to work with.

TechSoup Customer Service

Use the Live Chat to connect with TechSoup Customer Service, who can support you with:

  • TechSoup account management (e.g. finding your association code)
  • Eligibility questions
  • Navigating resources and requesting offers on www.techsoup.org
  • Basic product information and support
  • Locating fulfillment information and basic support accessing requested products (e.g. download and installation).

NOTE: TechSoup Customer Service does not provide technical or product support.

TechSoup Digital Solutions and Services for Nonprofits

TechSoup strives to support nonprofits and we've partnered with experienced providers that were chosen specifically for their expertise in the nonprofit sector. These expert remote support technicians can provide assistance to solve your organization's most pressing issues with hardware, software, mobile and network devices, servers, fundraising systems, email, and more.

Check out the TechSoup Digital Solutions and Services for Nonprofits offers that connect you with expert support for your nonprofit's toughest tech challenges — websites, Microsoft 365, QuickBooks migration, digital marketing, and more!  

You may be interested in requesting one of our popular TechSoup Support Services.

NOTE: TechSoup Digital Solutions and Services for Nonprofits does not provide account management, eligibility, general customer service support. 

TechSoup Courses and Events

Along with equipping nonprofit organizations with discounts on the tools they need to improve lives globally and locally, TechSoup assists nonprofits and change-makers build the skills they need to succeed. Our events and courses are designed specifically for staff at organizations like yours, where you will learn from experts that have deep experience in the sector and understand your unique needs.

  • TechSoup Courses: For a small fee join over 200 expert-led courses, training, and events designed for nonprofits like yours.
     
  • TechSoup Events and Webinars: Join our free expert-led sessions and discover innovative solutions to enhance your organization's impact. From emerging technology to best practices in nonprofit tech, our events are designed to equip you with the tools and knowledge you need to succeed.

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