Contacting the Plume support team

At Plume we use two methods for communicating with clients, depending on the nature of communication.

Why do we use support@plume.co.uk?

During the sales process, you may have communicated using direct email.

As a client of Plume, we then change email communication to a centralised support@plume.co.uk email, which our wider team can view and respond to via our Help Scout platform.

The benefits for this are:

  1. We have team-wide visibility of client issues and support requests, allowing other team members to pick up and respond to a thread where needed.
  2. We can provide Project Management holiday cover without any changes, preventing you from receiving any "Out of office" auto-responses.
  3. Our Design/Development team does not monitor their inboxes, and they are instructed to not reply to any direct client emails, unless instructed to do so by a Project Manager

What is task-based communication, and why is ClickUp used?

Task-based communication is when we are discussing a specific task that needs to be done, e.g. fixing a bug, adding a new feature, renewing an SSL certificate.

For this we use ClickUp, which is Project Management software centred around task management.

Using email for this type of communication is both problematic and highly inefficient. Inefficiency means you receive less output for your budget.

See the Using ClickUp Docs for further information on using ClickUp.