What level of customer support does Gusto payroll provide?

Gusto Payroll offers a range of customer support options designed to assist businesses with any questions or issues that may arise while using their platform. From basic troubleshooting to in-depth HR guidance, Gusto provides multiple levels of support to meet the diverse needs of its customers. Below is an overview of the various customer support channels and resources available to Gusto users.

Types of Customer Support Offered by Gusto

Email and Chat Support

Gusto provides email and chat support for all customers, ensuring that they have access to help whenever needed. The email support team is available to answer questions about payroll, tax filings, employee benefits, and other platform features. The chat support option allows users to quickly connect with a support agent directly through the Gusto platform, making it easy to get answers in real time.

Phone Support

For more immediate or complex issues, Gusto offers phone support. Customers on the Complete and Concierge plans have access to a dedicated phone support line, where they can speak directly with a Gusto representative. This option is ideal for businesses that need quick answers or assistance with more complicated payroll or HR issues.

Dedicated Support Teams

Customers on the Concierge and Select plans benefit from access to a dedicated support team. These teams consist of experienced payroll and HR professionals who provide personalized guidance and support. Dedicated support teams are available to help with a range of issues, from onboarding and setup to ongoing payroll management and compliance questions. This level of support ensures that businesses have a consistent point of contact for all their needs.

Additional Customer Support Resources

Help Center and Knowledge Base

Gusto’s Help Center and Knowledge Base offer a wide range of self-service resources, including articles, guides, FAQs, and video tutorials. These resources cover various topics, such as payroll processing, tax compliance, benefits administration, and HR best practices. The Help Center is an excellent starting point for customers looking for quick answers or detailed information on how to use the platform's features effectively.

Product Tours and Webinars

Gusto offers live product tours and webinars to help customers get the most out of their platform. These sessions are led by Gusto experts who provide in-depth demonstrations of various features, such as running payroll, managing benefits, and using HR tools. Webinars also offer a Q&A segment, allowing participants to ask specific questions and receive real-time feedback from Gusto representatives.

Onboarding Support

Gusto provides onboarding support to new customers, ensuring a smooth transition to their payroll platform. This includes a guided setup process, where users are walked through each step of configuring their payroll, adding employees, and integrating their accounting software. For businesses on higher-tier plans, onboarding support may also include one-on-one sessions with a dedicated support representative to address specific needs and questions.

Support for Compliance and HR

HR Expert Access

For businesses on the Concierge plan, Gusto offers access to certified HR professionals who can provide guidance on various HR topics, such as employee relations, compliance, and policy development. This support is particularly valuable for businesses that may not have in-house HR expertise and need help navigating complex regulations and best practices.

Compliance Alerts and Updates

Gusto helps businesses stay compliant by providing automated alerts and updates on changes to federal, state, and local laws. This proactive approach ensures that businesses are aware of any regulatory changes that could impact their payroll or HR practices. Gusto's compliance support includes resources and recommendations for maintaining compliance with current laws and regulations.

Support Availability and Response Times

Availability Hours

Gusto’s customer support team is available Monday through Friday during business hours, ensuring that businesses have access to assistance when they need it most. Specific hours may vary depending on the time zone, but Gusto strives to provide support coverage that accommodates its diverse customer base across the United States.

Response Times

Gusto aims to provide prompt responses to all customer inquiries. Email responses are typically provided within 24 hours, while chat and phone support offer immediate assistance during business hours. For customers on the Concierge plan, the response times may be even faster, thanks to their access to dedicated support teams.

Customer Feedback and Continuous Improvement

Customer Feedback Channels

Gusto actively seeks customer feedback to improve its platform and services. Customers can provide feedback through surveys, direct communication with support teams, and participation in focus groups. Gusto uses this feedback to identify areas for improvement and to develop new features and resources that better meet the needs of its users.

Continuous Platform Updates

Gusto regularly updates its platform to enhance functionality and address customer needs. These updates may include new features, improved user interfaces, and additional resources to support payroll, HR, and compliance functions. By continually refining its services, Gusto ensures that its customers have access to a modern, reliable payroll and HR solution.

Conclusion

Gusto Payroll offers multiple levels of customer support, including email, chat, and phone options, as well as access to dedicated support teams for higher-tier plans. With additional resources like a comprehensive Help Center, webinars, onboarding assistance, and access to HR experts, Gusto ensures that businesses have the support they need to manage their payroll and HR functions effectively. The platform’s commitment to customer feedback and continuous improvement further enhances the overall customer experience.