How to Contact Us at Customer Support

Clubspark values you and your tennis organisations and coaching businesses. Our aim is to help with the administration and running of your club/business using the Clubspark club management tools. This guide will help you, the Clubspark administrators/volunteers and coaches, find out how to access assistance and  get in touch with us if you have any questions or issues. 

This article covers : 

• How to Access the Help Articles 
• How to Access the Clubspark Customer Service Support Agents
• The Clubspark Support Team Hours 
• The Role of The Customer Support Team 
• FAQS

How to Access the Help Articles 

The first place to look is on our comprehensive help guides by clicking on this link Clubspark Help guides. You can access these from the Clubspark admin pages when signed into Clubspark. 
On any admin page - Click the ? on the top right of the screen. Select Clubspark support and this will open the support articles where you can search via category or keywords.  

 

How to Access the Clubspark Customer Service Support Team

If you are unable to resolve your query here, then our first line support team is available to assist via email or LIVE CHAT. To access support via email you can do so from the ? at the top of the screen. 



Then you click Submit a request 




Alternatively - you can use the LIVE CHAT button on the bottom left of the screen, where it will ask for some basic information. If one of the team is available, they will respond immediately, if they are dealing with other customers or it is out of hours, you can still raise a query and the specialists will respond to you via email.  Remember, if you would prefer to send an email and not LIVE CHAT, do this through the helpcenter. 

The LIVE CHAT message will be sent to your email once the chat is complete, so you have a copy of the transcript for future reference. 

The Clubspark Support Team Hours 

The team work Monday-Friday 9am-5pm  (excluding bank holidays)

The Role of The Customer Support Team 

The Clubspark Customer Support Team is made up of Clubspark Experts available to club admins, coaches and volunteers to use the Clubspark software and once contacted will: 

• Acknowledge your communication and/or redirect it within  a maximum of 4 working days, often much quicker than this. 
• Aim to answer your query in the simplest and quickest way for you, while also making sure you have all the information you need
• Update you through an email 
• Handle your query sensitively and comprehensively 
• Support you to support your members and players 

The team may require more information from you to help troubleshoot the issue, they may need to raise the issue to the development team for further investigation, this can take sometime but you can expect to be updated on this progress. 

It may be necessary for the Clubspark Support to refer your query to another team within the organisation or the National Governing Body that provides the software for you. You can expect the team to inform you of this though email communication. 

FAQS

Q: I am a player/member at a venue that uses Clubspark and need assistance, who can I reach out for support? 
A: If you are a player or member of an venue/organisation and would like further support, please visit the contact page for that club/coaching business/park on their website. Clubspark provides the software for organisations and businesses to run their facilities, but we are unable to provide direct support to the players or members of the clubs. This will need to be provided by the clubs themselves.  If the venue are unable to assist you, the club admins can reach out to Clubspark support directly and one of our team will do their best to assist. 

Q: I am unable to log in with my LTA log in. 
A: If you are having issues with your LTA log in, you will need to reach out to the LTA support team directly. You can do this via their contact form here: https://www.lta.org.uk/support-centre/enquiry-page/ 

Q: I have feedback that I believe would make Clubspark even better than it is, who share this with? 
A: We are continuedly making enhancements to the product. We love to hear from the club admins and coaches on suggestions for improvements. We have the product wishlist/ portal that you can submit ideas direct to the product team for review. You can also up vote on ideas others have suggested. To access the portal please see this guide: Visit our Product Portal

Q: I have a safeguarding question, who should I ask regarding this? 
A: Please see the LTA website : https://www.lta.org.uk/about-us/safeguarding/  where you can find information on reporting a concern, training etc. 

Q: I would like to speak to someone on the phone. 
A: The Clubspark support team provide support via email and LIVE CHAT during business hours. We do not provide phone support to ensure we can respond to all enquires in an efficient and timely manner. We do offer small clinic training and webinars, which are free to attend. Please see below. 

Q: I am a new administrator / volunteer to the club and I would like to learn more about how to use Clubspark. Do you offer training? 
A: Welcome, we understand that people change roles and this is why we have our compressive knowledge base, which is filled with articles and video guides, with clear steps. We also provide webinars and small group clinics targeting ALL levels on knowledge on different modules. Please see the below links. 

Upcoming Webinars
Clubspark Clinics
Previous Webinar Recordings

Q: Its out of hours and there is a serious issue with Clubspark access and it can not wait until the next business day, who can I contact?  
A: We work hard to ensure that the product is working at all times. However, we know that things can happen. Please first check the Status Page LTA Clubspark Status - Live Updates to see if the team are already aware and working on the fault. If not, please follow the instructions on that page to raise an emergency response email. 

Q: I am not happy with the service and I want to make a formal complaint about Clubspark, how do I do this? 

A: We hope you do not have cause to raise a query relating to your experience with our team. If, for any reason you are not satisfied with the support you have been offered, you can make a request to the agent to pass the email chain to Clubspark's Head of Customer Service for review and response. If you do,
we will ensure that we follow up as quickly as possible with clear routes for you get the issue resolved and the support you need. If this approach does not work, you can reach out to the Chief Operations Officer on [e-mail].