December 16th, 2013
Hello from Member Support!
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Here at Credit Karma, we’re always looking to help you access your information as easily and effectively as possible. As one small part of our Member Support team, I have a bit of firsthand experience with this ongoing effort, so I thought I’d stop by with a few pointers in case you find yourself needing some assistance in the future. Check them out below:
1. Choose the Appropriate Category (If Possible)
If you hop on over to our help page, you’ll find that we’ve grouped some of our most common email topics into a handful of subject lines. In cases where your problem perfectly matches one of these topic headings, you’ll find not only a form to contact us but also some starter instructions to see if you can’t get to the bottom of the issue yourself. And even if these instructions can’t solve your problem right away, sending your email under the appropriate subject heading will help us understand your message as quickly and completely as possible.
2. Fill Out the Forms Carefully
I’ve been there too. I completely believe that I’m accurately remembering my password. I’m so sure about it that I’d swear it on the life of my beloved childhood puppy (miss you, Sam). It’s just not happening though – something is off.
Sometimes you’re in such a rush to get help that you’re willing to skip over all the little steps along the way. I’m asking you to fight that urge, though. We want to help you out as quickly as possible, but we need you to fill out those forms completely and accurately so that we can be sure who we’re talking to. (We ask for this information in order to verify your identity—I’m sure you don’t want your data getting into the wrong hands!) Nothing hurts my heart worse than password reset emails with incomplete or incorrect information, because all I can do is ask for the same information that form asked for, and all I want to do is help. Seriously, friends, I was put here to help you, so make certain you’ve double-checked all your information, including the email address associated with your account and an email address we can reach you at.
3. Let Us Know What You Need Help With
Now, I know that not every question will perfectly fit into one of our pre-made forms. If your issue seems a little bit unique, choose the closest subject line and let us know what’s happening. Keep in mind that the Member Support team deals with a lot of different messages every day. We don’t need a complete essay, but putting your writing skills to practice by jotting down a couple sentences about exactly what’s happening does a whole world of good in making sure we understand well enough to help you out.
4. Show and Tell
If what you’re dealing with is a little outside-of-the-box and you have some exhibits to back up your query, please don’t hesitate to send them over. Copying and pasting some text you are seeing or forwarding over a confusing email you received from us can help us understand exactly what you’re seeing without wasting time on pesky details. Nothing makes me happier than a user who comes prepared. Nothing.
5. Say Hi!
Okay – maybe this one is more for me. Our Member Support specialists are an extroverted, talkative bunch. Why else, after all, would we want to be professional helpers? I like people, I love niceties and I adore when our members are nice enough to send over some kind words along with their help request. This makes my job sunnier, and keeps me keeping on.
So feel free to stop by with any sort of question or concern you might have about your Credit Karma account, and say hello while you’re at it.
Mike Goldstein is a Member Support Specialist at Credit Karma. Since joining the team in June 2013, he’s been polishing his skills as a professional helper. When not answering your questions, Mike is likely watching so much hockey that he forgets to eat, drink, or read a book once in a while.
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