Connect with our Call Center & the Notification Team
TOPICS & IN THIS ARTICLE
- Hours of Operation
- Would you happen to have a question or concern about an email that was received on how an agent handled a call or chat for your facility? or something similar/related to the information provided?
- Contact the Notification Team
Hours of Operation
The current Call/Contact Center Hours (shown in local time) for our different services (e.g. GymAnswering) are below.
Please note that Daylight Savings Time from mid-March to November does not interrupt the operation hours.
Holiday Hours and Closures (e.g. Closing Early for Holiday or Other Reasons) can vary depending on the Holiday or Other Reasons/Matters. Keep an eye out for emails and in-app announcements about any Special Hours and/or any Closures or related outages.
For the United States and Canda
- Eastern Time
- Central Time
- Mountain Time
- Western Time (Pacific Time, Alaska Time, Hawaii Time)
- Arizona Time
Eastern Time
| GymAnswering | GymLead | GymChat | |
|---|---|---|---|
| Monday - Thursday | 10:00 AM - 08:00 PM | 09:00 AM - 08:00 PM | Currently Not Available |
| Friday | 10:00 AM - 06:00 PM | 09:00 AM - 06:00 PM | Currently Not Available |
| Saturday | 11:00 AM - 03:00 PM | 11:00 AM - 03:00 PM | Currently Not Available |
| Sunday | Closed | Unstaffed | Closed | Unstaffed | Currently Not Available |
Central Time
| GymAnswering | GymLead | GymChat | |
|---|---|---|---|
| Monday - Thursday | 09:00 AM - 07:00 PM | 09:00 AM - 07:00 PM | Currently Not Available |
| Friday | 09:00 AM - 05:00 PM | 09:00 AM - 05:00 PM | Currently Not Available |
| Saturday | 10:00 AM - 02:00 PM | 10:00 AM - 02:00 PM | Currently Not Available |
| Sunday | Closed | Unstaffed | Closed | Unstaffed | Currently Not Available |
Mountain Time
| GymAnswering | GymLead | GymChat | |
|---|---|---|---|
| Monday - Thursday | 08:00 AM - 06:00 PM | 09:00 AM - 06:00 PM | Currently Not Available |
| Friday | 08:00 AM - 04:00 PM | 09:00 AM - 04:00 PM | Currently Not Available |
| Saturday | 09:00 AM - 01:00 PM | 09:00 AM - 01:00 PM | Currently Not Available |
| Sunday | Closed | Unstaffed | Closed | Unstaffed | Currently Not Available |
Western Times
This includes any Facilities ( Service Locations ) that are Pacific Time, Alaska Time, and Hawaii Time.
| GymAnswering | GymLead | GymChat | |
|---|---|---|---|
| Monday - Thursday | 07:00 AM - 05:00 PM | 09:00 AM - 05:00 PM | Currently Not Available |
| Friday | 07:00 AM - 03:00 PM | 09:00 AM - 3:00 PM | Currently Not Available |
| Saturday | 08:00 AM - 12:00 PM | 09:00 AM - 12:00 PM | Currently Not Available |
| Sunday | Closed | Unstaffed | Closed | Unstaffed | Currently Not Available |
Arizona Time
GymAnswering, GymLead*, & GymChat
Depending on the Time of the Year because of Day Light Savings. Arizona will follow either Mountain Time or Pacific Time.
- Arizona Day Time:
- Starts between March and April & ends around November. During this time Arizona outside the Navajo Nation follows our Western Times (Pacific Time) Hours of Operation.
- Arizona Standard Time:
- Starts around November time frame typically. During this time Arizona follows Mountain Time.
*Arizona Time GymLead Note
GymLead communications (Calls and SMS/Text Messages) continue running at 09:00 AM Local Time.
Questions and/or Concerns about an Email
For any questions, concerns, and/or something else related to an email you've received recapping how an agent with the Call/Contact Center handled a communication (Phone Call or Chat) you will reply to the email in question.
It will open up a ticket for the Notification team to look into the call and answer any of your questions and/or concerns.
If you do not reply to the email in question and just directly email the Notification Team it will slow the process of addressing any of your questions or concerns.
You can also email the Notification Team with any Facility (Service Location) questions when it comes to the information being displayed in the Location's Profile (Facility Basics Tab, Promos, Pricing, Etc.) or something else [Not Apps, Functionality, or Hardware (Phone) related]. If you have more than one Facility (Service Location) please specify which location you have a question about.
Contact the Notifications Team
HelloGym prides itself on being able to provide excellent service when supporting our customers.
Our Call/Contact Center's Notifications Team handles and looks into questions or concerns about an agent's communications (Phone Calls and Chats).
Hours**
Mondays - Fridays
08:00 AM - 07:00 PM Central Time*
[ 01:00 PM - 12:00 AM GMT ]
*Please note that the HelloGym Call/Contact Center & National Headquarters [MN (Minnesota) - Central Time] participates in Daylight Savings Time from mid-March to November
**Holidays can and will affect the operating hours of the Notifications Team.
Open a Ticket
Opening a Notifications ticket is the preferred method of contacting the Team in order to have any questions, concerns, or something related to communication (Phone Call or Chat), and how an agent handled the phone call or chat can be looked into.
For Communication Recaps (Phone Calls or Chats):
When an email with a communication recap comes to your inbox (see image below).
By clicking either Reply or Reply to all it will start an email with the notifications team.
This will open a ticket and a team member will reply to assist you further.
Email Us!
Send us an email! notifications@hellogym.io
This will leave a message with the team and they'll get back to you as soon as possible. Your email automatically creates a ticket in our ticketing platform for easy management.
⚠️NOTE:
When contacting the notification team if you:
(1) Email with a question or concern about how an agent handled a communication (Phone Call or Chat) and you did not reply to the email that you originally received this will delay the process of addressing your questions or concerns. Please follow the process above for opening a ticket.
(2) Email the notification team about something other than how a communication was handled but it's related to the service(s) [GymAnswering, GymLead, GymChat] and it's not as a reply to recap email please follow the details below for emailing.
- Use a clear subject line that names the main/overall question, issue, or requested need,
- In the body of the email a short description or elaboration on the question, issue, or need,
- List the Location or Locations that you are associated with.
- Include a screenshot or short video (If Applicable)
- Additionally Suggested things to include:
- Your Username/Email [ This is what you use to access the HelloGym Platform/System(s) ]
- Your Mobile Phone Number
- Additionally Suggested things to include:
🛑 PLEASE DO NOT Email the notification team with any info/details you wish to have updated in your facility's (Service Location's) profile. All information is updated by our Customers by logging in to the HelloGym Platform on the Web or via the HelloGym Management Mobile App (Android or iOS)
HOWEVER, in regards to GymLead and the Facility's (Service Location's) GymLead Calendar and the set hours that information can be emailed to the Notifications Team so that information can be updated in the back-end of the location's calendar.
Contact your HelloGym Representative!
In the unlikely event that none of the above methods work, feel free to reach out to your HelloGym Representative (Specific Rep/Vendor Rep, Account Manager, Success Manager, or Sales Team Member).
Didn't find what you were looking for? We'd love to hear from you. Write to support@hellogym.io
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