Contact Support

When you encounter problems that cannot be solved on your own, our professional support team is ready to help you. This page will guide you on how to efficiently obtain technical support.

📞 Contact Methods

Online Customer Service (Recommended)

Email Support

Phone Support

Social Media

🎫 Ticket System

Submit Technical Tickets

For complex technical issues, it's recommended to use the ticket system to get professional support:

1. Access Ticket System - Login to SmartCV account - Go to "Help Center" - Click "Submit Ticket"
2. Fill Problem Details - Select problem type - Describe encountered problem in detail - Upload relevant screenshots or files
3. Wait for Processing - System automatically assigns ticket number - Technical staff will respond within 24 hours - Can check processing progress at any time

Ticket Type Classification

Technical Failure Category:

• Function cannot be used
• Page loading abnormalities
• Data synchronization issues
• Performance issues

Account Related Category:

• Login issues
• Password reset
• Email verification
• Permission issues

Payment Subscription Category:

• Payment failure
• Subscription issues
• Refund applications
• Invoice issuance

Feature Suggestion Category:

• New feature suggestions
• Improvement opinions
• User experience feedback
• Interface optimization suggestions

🚀 Quick Support

Emergency Issue Handling

Emergency Issue Definitions:

• Account security issues
• Data loss risks
• Paid functions completely unusable
• Important documents cannot be exported

Emergency Processing Flow:

1. Contact online customer service immediately
2. Explain the urgency of the problem
3. Provide detailed problem description
4. Cooperate with technical staff for diagnosis
5. Obtain temporary solutions or compensation

Self-Service Priority

Before contacting support, we recommend trying the following self-service options:

• 🔍 Search Help Documentation - View relevant user guides and FAQs
• 🔄 Restart and Retry - Simple restarts often solve problems
• 🌐 Check Network - Confirm network connection is normal
• 🔧 Clear Browser - Clear cache and cookies
• 📱 Change Device - Try operating on different devices

📋 Preparation Before Contacting Support

Necessary Information Collection

To help the support team better assist you, please prepare the following information:

Account Information:

• Registered email address
• User ID (if known)
• Subscription plan type
• Account creation time (approximate)

Technical Environment Information:

• Operating system (Windows/Mac/iOS/Android)
• Browser type and version
• Device type (computer/mobile phone/tablet)
• Network environment (Wi-Fi/mobile data)

Problem Details:

• Specific time when the problem occurred
• Detailed operation steps
• Error message screenshots
• Impact scope of the problem

Problem Description Techniques

Effective problem descriptions should include:

1. Problem Overview

• Briefly describe the problem in one sentence

2. Specific Phenomena - Detailed explanation of what abnormalities you see
3. Operation Steps - List your operations in sequence
4. Expected Results - Explain what normal situation you expect to see
5. Actual Results - Explain what actually happened
6. Impact Level - Explain how the problem affects you

Example:

Problem Overview: Resume export to PDF failed

Specific Phenomena: After clicking "Export PDF" button, page shows "Export failed, please retry"

Operation Steps:
1. Login to SmartCV account
2. Open created resume
3. Click "Export" button in top right corner
4. Select "PDF format"
5. Click "Confirm Export"

Expected Results: Successfully download PDF file

Actual Results: Error message displayed, unable to download

Impact Level: Unable to obtain PDF resume needed for job application

🕐 Support Time and Response

Service Schedule

Online Customer Service:
Monday to Friday: 9:00-18:00
Saturday: 10:00-16:00
Sunday: Closed
 
Email Support:
7x24 hours receiving
24-hour response within working days
48-hour response on holidays
 
Phone Support:
Monday to Friday: 9:00-17:00
Paid users only
Service time may be extended for emergencies

Response Time Commitment

By Problem Priority:

💬 Community Support

User Community

SmartCV User Exchange Groups:

• WeChat Group: Add customer service WeChat to join the group
• QQ Group: Search group number XXXXXXX
• Forum: https://community.smartcv.cc

Community Features:

• User experience sharing
• Mutual help and Q&A
• Template resource exchange
• Product usage tips

Knowledge Base and FAQ

Self-Service Resources:

• 📚 Complete User Manual - Detailed feature explanations
• ❓ Common Questions - High-frequency Q&A
• 🎯 Best Practices - Professional usage advice
• 📹 Video Tutorials - Operation demonstration videos

🔄 Support Quality Assurance

Service Standards

We commit to providing you with:

• ✅ Professional Technical Support - Trained technical experts
• ✅ Fast Response - Clear response time commitments
• ✅ Problem Tracking - Complete problem handling records
• ✅ Solutions - Effective problem resolution
• ✅ Continuous Improvement - Continuous optimization based on feedback

Customer Satisfaction

Feedback Mechanisms:

• Satisfaction surveys after each support service
• Regular user experience research
• Suggestion and complaint handling processes
• Continuous service quality monitoring

Improvement Commitments:

• Optimize service processes based on user feedback
• Regular training for support teams
• Update and improve help documentation
• Provide more self-service options

🎯 Special Support Services

Enterprise Customer Support

Exclusive Enterprise Services:

• Designated account manager
• Priority technical support
• Customized solutions
• On-site training services

Developer Support

API Technical Support:

• Technical documentation and examples
• Developer community
• Quick API problem resolution
• Integration consulting services

📞 Contact Information Summary

Main Contact Methods:

• 🔗 Online Customer Service: Click customer service icon in bottom right corner of page
• 📧 Email Support: [email protected]
• 📱 Phone Support: 400-XXX-XXXX (Paid users only)
• 💬 WeChat Customer Service: SmartCV_Support

Our goal is to provide you with the best support experience while using SmartCV. Whatever problems you encounter, please don't hesitate to contact us!

Related Resources

• Common Issues - Self-help for common problems
• User Guide - Complete feature usage instructions
• Technical Issues - Technical troubleshooting guide
• Best Practices - Professional usage advice