Training & Support

cieTrade’s team works diligently with you to make the transition to our software as seamless as possible. A few common roadblocks that we have come across include clients dedicating insufficient time to training sessions, resistance to change from a client’s employees, and workflow miscommunication.

For the first week after your go-live date, our support team aims to be flexible to your schedule and business hours to address immediate questions as you begin to operate within cieTrade. While our support team continues to be available via email, phone, or video conference, we’ve found that clients typically require less frequent support following the first week after they are live in the system.

If you email the general support email, everyone on the support team will see it. All emails are responded to within a business day, but typically within minutes to an hour.

Updates are run after hours (around 9-10pm EST) so our clients are not affected. We aim to do 1-2 updates per month, depending on pressing requests or development for clients.

Our support team works hand in hand with our sales team so that the new client hand off is seamless. Everyone on the support team will know about your company, have a copy of your workflow and access to your up-to-date development and reports so that no matter who answers your ticket or call, they can help you.

Yes, as long as you call within normal office hours, Monday – Friday 9:00AM to 6:00PM ET, a support team member is here. We can also arrange non business-hour meetings upon request if you are located internationally.