Company News

We’re Supercharging Our Customer Support Tools – Getting You the Answers You Need, Faster Than Ever

Gusto Editors  
Woman looks at laptop while working from home

It’s a New Year and you have a million and one things to do – planning, setting goals, hiring, filing your taxes – the list goes on! We know waiting in customer service lines is the last thing you want to be doing. When you have questions, you need answers, and fast

Payroll, benefits and HR are complicated – we’re here to simplify it for you. We’ve launched a redesigned search engine and intuitive Help page to make it easy to find answers to questions as they pop-up, in real time and get you to resolution faster. That means making it easy to find answers to questions as they pop-up, in real time. For many of the most common questions and issues, using these tools can help you resolve issues on your own in less than 10 minutes. 

Meet the new and improved Help page

Our new search engine and Help page is easy to use and gets you the answers to your questions in a snap. Use the search bar to ask a question or search by topic and get tailored recommendations like:

  • Where to go on the Gusto platform to quickly complete a task
  • Step-by-step instructions to issue resolution through our Help Center articles
  • Tools, tips, and tricks you may not be aware of
  • Recommended channels to contact Gusto’s Support team to get help as quickly and efficiently as possible
  • And more…

For example: Type “adjust a payroll” in the search bar and we’ll take you to the product feature where you can get that done. Or, need to extend your state tax filing deadline, to avoid having your payroll get blocked? Type “extend state tax filing” in the search bar and we’ll show you a Help Center article that can walk you through this, step-by-step. By following these self-serve options, you can extend your state tax filing in just 5 minutes – compared to a median of 2 days it will take if you email Customer Support. 

Watch this 3 minute demo below to learn more about how you can take advantage of the new Help page in Gusto. For full-screen, click the square button in the bottom right hand corner of the video.

Most common issues, resolved

Many of the common customer support issues can be quickly resolved by following the instructions shared through the Help Center. One example: when you’re trying to avoid payroll getting blocked. It can take as little as 5 minutes to resolve this issue on your own, by following instructions found through the Help Center – compared to 2 days if you email Customer Support. 

Here’s a list of the top five most common issues that you can resolve on your own, fast:

Want to speak with a human? Call or chat with us

Don’t want to go it alone? No problem. For urgent or time-sensitive questions, the fastest way to get in touch with our support team is by phone or chat.

Fact: Calling us or chatting with us reduces your wait time by an average of 87%, and your issue is usually resolved 9 times faster than through email.

Use the Help page to search for your question or issue, and we’ll recommend the best contact option for you based on your search. If there’s any wait time, you can use the additional resources to try to help answer your question even sooner.

What’s next?

We know businesses’ needs and priorities can quickly shift – and when they do, you need to be able to quickly respond. That’s why we’re constantly evolving our products, while also improving our customer service experiences. For example, we recently added two extra hours of support availability every day for customers on our Plus and Premium plans. 

Our goal? To save you time so you can do what you do best – running and growing your business. We’re here to support you and your team every step of the way—so cheers to another year of growing your business, together.

Gusto Editors
Back to top