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How to Reach Out When You Need Support

At Ladders, we know that sometimes things don’t go as planned, whether it’s AI job matching glitches or interview automation hiccups. So, when you want to contact us, you’ll find several options tailored to your needs.

From live chat to email tickets and phone calls, we aim to make the process smooth. And honestly, from our experience, the quicker you pick the right channel, the faster you get back on track.

And if you’re wondering when to use what—live chat is great if you need a quick fix or a walkthrough, while email is better if you want to describe something in detail. Phone support is reserved mainly for premium users or urgent cases.

Finding Contact Options Right From Your Dashboard

Once you’re logged in, getting in touch with us is pretty straightforward. You’ll spot a “Help” or “Support” link near your profile in the top-right corner. Clicking that opens up a menu with all your contact choices.

The platform is smart enough to suggest the best ways to get help based on what you’re doing and your account type. So it’s not just throwing options at you—it’s giving you what fits your situation.

Step-by-Step to Contact Support

1. Log into your Ladders account through the login page.
2. Look for the “Help” or “Support” icon in the top navigation bar.
3. Click it to expand the support menu and view contact methods.
4. Pick the option that works best—chat for quick issues, email for detailed problems.
5. Follow the prompts to explain your issue or question.

This way, you’ll usually be connected to someone who knows exactly how to help with AI matching or interview automation.

Live Chat Support: Real-Time Help When It Matters

Our live chat is a favorite for a reason. It’s fast, interactive, and you can even share screenshots if you want. Plus, the support agents can peek at your account in real-time to see what’s going on.

The chat system is tightly integrated with our AI job matching and interview automation tools, so agents can often fix issues on the spot instead of just passing you around.

Chat Availability and Response

We’re here Monday through Friday, 8 AM to 8 PM Eastern Time, with limited chat on weekends (usually Saturday mornings and Sunday evenings). During peak times, like Monday mornings, wait times might stretch to 3-5 minutes, but usually, it’s under 2.

Getting Help via Email Support Tickets

Sometimes, you’ll have a technical issue that needs a bit more explanation. That’s where our email ticket system shines. You can submit your problem any time of day, and it gets routed directly to specialists who know the platform’s ins and outs.

The system even scans your message for keywords like “AI matching” or “interview scheduling” to get your ticket to the right team fast.

Tips for Writing Your Support Ticket

• Be clear and specific about what’s wrong.
• Include your account email and browser info.
• Mention when the problem started and any error messages.
• Attach screenshots if they help explain the issue.
• State how urgent it is, especially if you have upcoming interviews.

Generally, you’ll hear back within 4-6 hours on business days. Complex issues may take longer, up to 24 hours, but we keep you in the loop.

Phone Support: For Premium Users and Urgent Situations

Phone support isn’t for everyone, but if you have a premium account or an urgent issue—like an interview automation failure—we’re ready to help by phone.

Our phone team has access to advanced tools and can escalate problems straight to development if needed. But you’ll need to submit an email ticket first explaining why you need a callback.

When to Choose Phone Support

• Scheduled interviews not syncing or missing
• Multiple job recommendations not updating
• Account access or login troubles
• Integration issues with other HR software

Once your ticket is reviewed, we’ll schedule a callback that fits your time zone.

Help Center and Community Forums: DIY Support

Before reaching out directly, it might be worth checking our help center. It covers everything from AI job matching to interview automation, with clear guides and screenshots that get updated regularly.

The search tool uses our AI tech too, so it understands your questions even if you don’t use exact terms.

Community Forums

Our forums are a place where users swap tips and ideas. Moderated by our support team, you get reliable advice and sometimes clever workarounds you won’t find in official docs.

Popular forum topics include job matching strategies, interview prep, and troubleshooting common glitches.

Tailored Support for Job Seekers and Employers

We understand that job seekers and employers have different needs, so we’ve set up specialized support paths.

For Job Seekers

If you’re looking for help tweaking your AI profile or setting up interview automation, our agents know exactly how to improve your job matches and scheduling experience.

For Employers & HR Teams

Employers get dedicated account managers who assist with bulk interview scheduling, custom AI matching rules, and integrations with your HR systems.

What to Expect When You Contact Us

Here’s a realistic look at response times depending on how you get in touch:

• Live chat: Usually under 5 minutes during business hours.
• Email tickets: Initial reply in 4-6 hours, full resolution up to 48 hours.
• Phone support: Same-day callback for urgent issues.
• Community forums: Replies often within a few hours.

If your problem is urgent—like a last-minute interview glitch—we prioritize it no matter the channel.

How to Speed Up Resolution

When you contact us, giving clear info helps a lot. Let us know your browser and version, OS, exact error messages, and steps you took before the issue. The more detail, the faster we can fix things.

If you get stuck, don’t hesitate to use the “Contact us” options inside the platform. We’re here to help you make the most of AI-powered job matching and interviews.