Your GoHighLevel white-label SaaS product is ready to rock and ready to launch.
But wait!
Have you thought about how you will provide customer support for all the new clients that come rolling in? It’s not a one-person job, so you’ll have to hire someone for the task.
Key Takeaways:
- GoHighLevel does not provide customer support for white-label customers
- Find certified GoHighLevel experts in the Partners Directory
- Facebook group, freelancing platforms, and independent websites are good places to look
4 Reasons to Provide White-Label Support
1. GoHighLevel Is Complicated!
Let’s be real here: Your customers aren’t going to learn GoHighLevel overnight. Even if you offer a basic package of features, there’s still a good learning curve to go through.
I mean, there’s a reason GoHighLevel provides free onboarding calls and video support—it’s because they know their platform is challenging to grasp.
And, while it has gotten a lot more intuitive over the years, many are overwhelmed when they initially log in.
Therefore, your white-label solution will need to provide an easy way for customers to get in touch with the numerous questions they will no doubt have.
2. You Can’t Be Available 24/7
But why can’t I offer this support myself? I hear you cry!
Because you’re just one person. That’s why.
Realistically, are you capable of offering 24/7 support on top of running the business itself?
What if you’re in the Pacific Time Zone and have a customer in Europe?
When do you plan to sleep? Eat? Binge-watch Netflix?
Jokes aside, handling customer support can be a full-time job, especially when you start taking on more than a handful of clients. At this point, and to save your sanity, it’s necessary to get someone (or some people) on board to help.
3. Higher Product Value
The more support options you have, the higher the value of your white-label product.
Personally, I try to avoid services that only provide email ticketing support. I want live chat—with actual live humans—and I suspect that most other people do too.
The thing is, a platform like GoHighLevel absolutely requires live support (see point 1) because it often requires an agent to guide a customer through or demonstrate a process.
Hiring outsourced support enables you to offer multiple ways for someone to get in touch and choose a method that suits them best.
4. Increased Customer Retention
It’s no secret that customers who feel well looked after are way more likely to stick.
If you don’t love a high churn rate, you’ve got to be treating your clients like they’re the most important thing in the world (because they are—to your bottom line and your online reputation).
Part of this involves giving them full access to high-grade support from agents who know what they’re doing.
4 Places to Find Third-Party GoHighLevel Support
Okay, so you now need to find a way to provide support for your white-label GoHighLevel product.
Surely, you can get that from GoHighLevel, right?
Wrong.
GoHighLevel only offers support for GoHighLevel. That’s it.
As annoying as it may be, their support agents are there to help you. You need them on hand to help you with your questions and queries about GoHighLevel, not get distracted by thousands of white-label customers.
To find your people, you’ve got to look elsewhere.
1. GoHighLevel Partners
Actually, I kind of lied. You can find support agents in GoHighLevel, but they’re not from GoHighLevel.
In the Agency view of your account, click into the Partners tab and then Find a Partner.
You’ll be hit with a directory of certified professionals who specialize in providing services to GoHighLevel users, one of which is customer support.
Then, you can view each person’s profile and click to send them a message.
Now, there are a few drawbacks to finding people this way. First, there are only 247 individuals in this directory, and only a handful provide customer support. Second, given the limited options, it’s likely they are in demand and may charge a premium for their skills.
It’s worth trying, though, because these individuals have all completed one or more GoHighLevel certifications. Therefore, you can be confident they know their stuff.
2. Facebook HighLevel Job Network
The next best place to look is over on Facebook. Search for and join the HighLevel – Job Network (Official).
There are over 34,000 members, and the community is very active. To add reassurance, GoHighLevel staff serve as moderators.
There are other Facebook groups for finding GoHighLevel support, but unlike this one, they’re not official. Therefore, I advise against using them.
Essentially, you create a post detailing what services you’re after, and then you just sit and wait for the responses to roll in.
Of course, it’s your responsibility to properly vet any applicants and ensure their credentials check out. GoHighLevel isn’t going to do that for you.
3. Freelance Sites (Fiverr, etc.)
If the previous two methods don’t yield someone suitable, you can try freelancing sites: Fiverr, Upwork, Freelancer, etc.
The advantage is that you can typically get someone for a decent price, but you have to be careful that you’re not sacrificing quality. Make sure the person you hire actually knows what they are doing and can provide proper support.
4. Independent Websites
The fourth and final option is to perform a good old Google search for “GoHighLevel white-label customer support.”
Among the search results, you’ll find several companies (usually agencies) that offer this service.
Be sure to compare companies in terms of cost and value to make sure you pick the right one. Some specialize in specific business niches, too, so if you can find a service that aligns with your niche, all the better.
What Kind of Support Do Third Parties Offer?
Onboarding
Onboarding is a critical part of white-label support.
It’s not just about learning how the features work or where to find them; it’s everything a new client has to prepare for in advance.
For instance:
- Will they need help migrating all their data over?
- What about existing phone numbers and other communication channels?
- What happens to marketing assets?
- Which features will best support their business and, therefore, should be learned first?
There are a lot of things to think about here. However, your support person can work with you to put together an onboarding package that works for your clients.
Ticketing
Unless you plan to offer 24/7 live support, email ticketing is a must. Even if you do offer 24/7 support, email ticketing still has its place because there are frequently issues that can’t be resolved on the spot.
Email ticketing enables users to submit a query. Your support agent will review the issue and respond accordingly. If multiple tickets have been submitted, your agent will place them in a queue.
While I firmly believe that live support should come first, email ticketing serves as a great backup when a human is unavailable.
Live Chat
My favorite way to provide support. Nothing beats live chat because users can continue with their work while waiting for a response.
Additionally, you can use the GohighLevel chat widget to facilitate it. The widget can either conduct live support on your white-label website or be moved to SMS.
Either way, your support agent can answer the queries as they come in.
The only issue here is offering it 24/7. If you want to do that, you’ll likely have to hire multiple agents in differing time zones.
Phone Calls
I don’t recommend using phone support as a first line of support. The reason is that your support agent can only talk to one person at a time. Whereas with live chat, they can have several conversations running simultaneously, allowing them to serve more people.
Phone works really well for onboarding or for more complex issues that are challenging to resolve over text.
You can set up different phone numbers in GoHighLevel for your support agent to use. For example, you can have separate numbers for billing, technical support, and general support.
Zoom Calls
GoHighLevel loves a Zoom call, and I can see why. It’s so useful for demonstrating platform features and showing users how to perform tasks.
Again, this is one of the best ways to complete onboarding because it’s so visual. Your agent can offer Zoom calls on the spot, or you can set up a booking calendar in GoHighLevel and create scheduled slots.
Communities
If you have a decent number of users, you can use the community feature in GoHighLevel to set up a place for them to congregate and chat (or you can use Facebook).
Your support agent can moderate the platform and make sure queries are answered and community rules are followed.
This is a good, informal support option. It takes some of the load off the agent because fellow community members can also step in and help.
Automated Support Management
Support bots give your users access to help when no live person is available.
Setting them up properly requires a good degree of expertise, as well as keeping them up to date and relevant.
If you plan to use a bot for support, find an agent who can help you create it. They can train it to emulate the voice and tone of your brand and quickly give answers to common questions.
Knowledge Bases
Finally, your agent can compile a catalog of help articles, tutorials, and guides.
This allows your users to troubleshoot problems or find answers without having to use live support. The better your knowledge base is, the less your support agent will have to step in.
This also impacts the effectiveness of your support bot. When given a query, it’s standard for a bot to find a relevant article that answers it. If you have these available, your bot can do its job properly.
4 Real Examples of GoHighLevel SaaS Support
If you’re wondering what to offer your customers, take a look at these examples. They are all white-label GoHighLevel SaaS products.
1. Easy Peasy Funnels
If you’re looking for a gold-standard example of white-label support, this is it. Easy Peasy Funnels is one of the larger GoHighLevel SaaS providers; therefore, they’ve had to build a comprehensive support network to accommodate their customers.
First, they’ve established a knowledge base with short tutorials, video training, and checklists.
Then, they also offer a live welcome (onboarding) call to help users get set up on the platform.
Ongoing support is provided through live chat (available six days a week), weekly live workshops, and a community Facebook group.
2. Lead Hackers
Lead Hackers provides a lot of support within their price plan, and this is a brilliant example of the extra mile you can go for your users.
In addition to a live onboarding call, customers receive a daily support call and two weekly training calls.
As a backup, email support is available, too.
3. Level Up Pipeline
LevelUp Pipeline has an excellent knowledge base bursting with articles, training videos, and more.
What I really like is that when a user has completed a training section, they can mark it as complete, allowing them to quickly see what they have and haven’t covered.
This site also uses the GoHighLevel chat widget. Here, we can see that the user is requested to leave their phone number. This would indicate that support is shifted onto SMS, so the user doesn’t have to sit at their computer waiting for a response.
Finally, a phone number, email address, and an online contact form are also provided.
4. MarketSurge
Here we have the classic GoHighLevel SMS chat widget again—even down to the avatar used!
Additionally, users are invited to schedule a call, and a phone number for general inquiries is also provided.
Frequently Asked Questions
Does GoHighLevel Offer White-Label Support?
GoHighLevel offers support in setting up and managing your white-label SaaS products. However, it does not provide customer support to your white-label SaaS clients. This is something you have to facilitate yourself.
Can I Use GoHighLevel to Provide White-Label Support?
Yes! GoHighLevel is perfect for providing white-label client support. You can use it to create support bots, chat widgets, and communities, and set up support channels via phone, SMS, and even social media messaging.
