AdvicePay Financial Advisor Community Blog

Happiness Allies: Unmasking the Powerhouse Behind AdvicePay’s Customer Support Team

October 04, 2023 By Ashley Rumschlag
Ashley Rumschlag

A Customer-Centric Culture

In the ever-evolving landscape of the wealth management industry, one factor that remains constant is the paramount importance of customer support. At the heart of this mission lies the superheroes of AdvicePay’s success – our exceptional Customer Support Team, aka Happiness Allies. 

At AdvicePay, our team has made customer satisfaction our North Star. From our leadership team to our front-line Happiness Allies, a customer-centric culture permeates the entire organization. This cultural commitment is more than just a motto; it’s our way of life. It is ingrained in every interaction and decision made by our company. 

Skilled and Empathetic Professionals

When you choose AdvicePay, you’re not just getting our software, you are getting our team. The lifeblood of AdvicePay’s customer support team is our people. Our Happiness Allies know our platform like no other. Yet, they aren’t just well-versed in the AdvicePay platform; they are also skilled in active listening, problem-solving, and demonstrating genuine empathy – for not only you as the financial advisor but also your clients. 

Rapid Response Times

Superheroes might wear capes, but our Happiness Allies superpower is their lightning-fast response time. In today’s age, no one likes to be kept waiting. Especially if you are preparing to meet with a client and have a question about AdvicePay. Our Customer Support team will blow you away with their responsiveness and helpful solutions to your questions and concerns. You can count on them just as much as you trust your morning cup of coffee to kickstart the day.  Many other software providers aim to respond to inquiries within 24 hours. Our goal: a response time of 60 minutes or less during business hours (but we average around 35 minutes!).

Cutting-Edge Technology

Our team leverages technology to streamline support processes. This includes a sophisticated ticketing system and a robust advisor knowledge base where you can find many, many answers, how-to’s, and tips on using AdvicePay. We also support your clients too! Our client knowledge base has plenty of articles that help answer questions about AdvicePay and how to make a payment. 

Personalized Solutions

One size doesn’t fit all, and our Happiness Allies know this well. We go the extra mile to provide personalized solutions to not only you but also your clients. 

The Human Touch

In an era where bots are on the rise, AdvicePay’s support team never loses sight of the human touch. When you reach out to us with a question, a real human responds. Our Happiness Allies are based in the U.S. and are ready to lend a hand when you need help. In 2022 alone, we helped solve over 6,000 customer inquiries, averaging over 500 per month.


Customer Support Team AdvicePay

AdvicePay’s Happiness Allies are the superheroes you didn’t know you needed. They are not just support; they’re the secret sauce that keeps you happy and productive so that you can focus on what matters most – serving your clients and growing your business. 

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Posted by Ashley Rumschlag

As AdvicePay’s Customer Support Manager, Ashley leads our team of Happiness Heroes. As a seasoned customer support professional, Ashley takes pride in delivering smart, thoughtful service to our users. For Ashley, helping others is the most rewarding part of the role. As a previous social worker turned customer support guru, Ashley has developed a unique perspective when it comes to ensuring the happiness of our users. While providing support is her primary job function by day, Ashley also enjoys playing, reading, and snuggling with her children.

Topics: User Experience, AdvicePay Culture, Client Relationships