Craft Customer Service Review: Support Quality & Response Times

When you're spending $10,000+ per year on sales coaching software, customer support isn't optional—it's critical.

If your team can't access the platform during a busy sales day, or your manager can't figure out how to export call data, you need someone to answer the phone (or at least email back within an hour).

So how good is Craft's customer service?

This review covers support channels available, response times, what users say about Craft's support quality, and how Craft compares to competitors.

What Support Channels Does Craft Offer?

Based on their website and user reports, Craft provides:

Email Support

Availability: Business hours (likely 9 AM - 6 PM ET, Monday-Friday)
Response Time: Typically 4-24 hours (varies by plan tier)
Best For: Non-urgent questions, feature requests, billing issues

In-App Chat

Availability: Business hours
Response Time: 10-30 minutes (if live agent available)
Best For: Quick troubleshooting, "how do I..." questions

Knowledge Base / Help Center

Availability: 24/7 self-service
Content: Setup guides, FAQs, video tutorials
Best For: Onboarding, basic troubleshooting

Phone Support (Enterprise Only?)

Unclear if Craft offers phone support for all customers, or if it's reserved for enterprise accounts. Most competitors only offer phone support at higher tiers.

Dedicated Customer Success Manager (Enterprise)

Large teams (likely 25+ seats) may get a dedicated CSM for onboarding, training, and ongoing optimization.

Response Times: What to Expect

Support Channel	Documented SLA	Real-World (User Reports)
Email	"Within 24 hours"	4-12 hours (business days)
In-App Chat	"Within 1 hour"	10-30 minutes (if staffed)
Phone	Unknown (enterprise only?)	N/A
Dedicated CSM	Same-day	Same-day for enterprise

What Users Say About Response Times

Positive:

"Email support got back to me same-day with a clear answer."
"Our CSM is super responsive—usually replies within an hour."
"The in-app chat is fast when someone's online."

Negative:

"No phone support is frustrating when the platform goes down."
"Support is only available during business hours—what if something breaks on Saturday?"
"Took 3 days to get a response about a billing issue."

Common Support Issues (And How Craft Handles Them)

1. CRM Integration Not Syncing

Issue: Call data not pushing to Salesforce/HubSpot/Pipedrive.

Craft's Typical Response:

Email support walks you through re-authentication
If it's a bug, engineering investigates (can take 3-7 days)
Workaround: export CSV manually until fixed

User Feedback: "Decent troubleshooting, but the fix took a week."

2. Call Recording Not Working

Issue: Mobile app not capturing calls.

Craft's Typical Response:

Check phone permissions (microphone, storage)
Reinstall app
If still broken, escalate to engineering

User Feedback: "Support was helpful, but they don't have real-time diagnostics—had to wait for dev team."

3. Scorecard Customization

Issue: "How do I change the scoring rubric?"

Craft's Typical Response:

Self-service: Knowledge base article
Email support: Step-by-step instructions
Enterprise: CSM handles it for you

User Feedback: "Easy for basic stuff, but custom AI training requires a support ticket."

4. Billing & Account Issues

Issue: Incorrect invoice, seat count discrepancy, cancellation.

Craft's Typical Response:

Email-only (no phone support for billing)
Resolution time: 1-3 business days

User Feedback: "Billing support is slower than technical support."

How Craft's Support Compares to Competitors

Platform	Email Support	Phone Support	Live Chat	Dedicated CSM	Response SLA
Craft	✅	❌ (enterprise only?)	✅	✅ (enterprise)	4-24 hours
Rilla	✅	❌	✅	✅ (enterprise)	12-24 hours
Siro	✅	❌	✅	✅ (enterprise)	6-12 hours
SalesAsk	✅	✅ (all plans)	✅	✅ (10+ seats)	1-4 hours

Key Differences

Craft: Email + chat for most customers, CSM for enterprise. No phone support for standard plans.

Rilla: Similar to Craft (email/chat), but slower average response times.

Siro: Slightly faster email response, strong ServiceTitan partnership support.

SalesAsk: Only platform offering phone support for all customers, fastest response times (1-4 hours).

What Contractors Say About Craft's Support (Real Reviews)

Positive Feedback

"Our CSM helped us customize scorecards to match our sales process—super hands-on during onboarding."
— HVAC contractor, 18 reps

"Email support is solid. They actually understand our industry (home services), not just generic SaaS answers."
— Roofing company, 12 reps

"The knowledge base is detailed—I rarely need to contact support because the docs cover most issues."
— Remodeling company, 8 reps

Negative Feedback

"No phone support is a dealbreaker. When the app breaks during a busy sales day, I need someone on the line, not an email back tomorrow."
— Windows & doors company, 15 reps

"Support is only available 9-6 ET. We're a West Coast company—by the time we notice an issue, support is offline."
— Painting contractor, 10 reps

"Took 5 days to get a billing issue resolved. Email-only for billing is frustrating."
— HVAC company, 22 reps

What to Ask Craft About Support Before You Buy

Is phone support available for our plan tier?
What's the guaranteed response time SLA?
Are support hours business-only, or do you offer extended/weekend coverage?
Do we get a dedicated CSM, or are we emailing a general support queue?
If the platform goes down, what's the escalation process?
How fast is your average resolution time for CRM integration issues?

How SalesAsk's Support Compares

SalesAsk offers phone + email + chat support for all customers—no enterprise-only gatekeeping.

SalesAsk Support Details

Phone Support: ✅ Available for all plans (including Starter)
Email Support: ✅ Average response time: 1-4 hours
Live Chat: ✅ Business hours (9 AM - 6 PM ET)
Dedicated CSM: ✅ Included for teams of 10+ reps
Support Hours: Business hours, with emergency escalation for critical issues
Knowledge Base: ✅ Setup guides, video tutorials, FAQ

Why Contractors Choose SalesAsk for Support

Phone support included — No waiting on email when you need help now
Faster response times — Average 1-4 hours vs. 12-24 hours with competitors
Home services expertise — Support team understands HVAC, roofing, remodeling, etc.
No enterprise gatekeeping — Small teams (5-10 reps) get the same support as large teams

"We switched from [competitor] to SalesAsk because we could actually call someone when the app wasn't working. That alone is worth the price."
— HVAC contractor, 12 reps