Support and Advice
Scaled to Your Needs

Every Recollective customer receives standard support that includes access to the online HelpDesk, an extensive knowledge base, and direct assistance from in-house experts via in-platform support and email. Standard support is designed to help teams design, launch, and manage successful projects and communities without needing separate service contracts.

For more complex programs, Recollective offers optional services such as study programming, activity and guide design, community setup and management, and consultation on methodology and best practices. These services help enterprise and agency customers scale capacity, accelerate launches, and ensure high-quality execution across markets and business units.

Researchers and moderators can contact Recollective support directly from within the platform using the HelpDesk widget or by emailing the helpdesk team. Standard support is available Monday to Friday from 6 a.m. to 10 p.m. Eastern time, with an emergency “/911” channel for critical incidents that require immediate attention.

Yes. With the Direct Assistance offering, participants can contact Recollective’s expert HelpDesk via live chat to resolve technical and access issues in real time. This reduces the burden on in-house teams and ensures smoother experiences in large studies and long-term communities.

Recollective works with global brands, agencies, and enterprises running large communities and multi-market projects, and its support model is designed for those environments. In-house experts understand both the platform and modern qualitative/community methods, helping teams meet enterprise expectations around reliability, responsiveness, and quality.

Beyond resolving issues, Recollective’s team provides guidance, recommendations, and resources to help customers adopt best practices for study design, community engagement, and analysis. Webinars, resource articles, and one-to-one support help teams build repeatable workflows and maximize return on their platform investment.

You can request a tailored demo directly from the Recollective team, who will walk you through the platform, example studies and relevant features for your use cases. Pricing is typically based on project scope, number of participants and level of services or support your team requires.