Contact Us Ladders AI Platform

Getting in Touch: What Works Best?

Reaching out to Ladders can sometimes feel like jumping through hoops, but honestly, we’ve designed our contact options so you don’t have to waste time. From our experience, the key is knowing which channel to pick for your specific issue—whether it’s AI job matching glitches or interview automation hiccups.

We offer support through email, live chat, phone, and a robust ticketing system. Each has its strengths depending on how complex your question is or how urgent your problem feels.

Using the Platform to Contact Us

If you’re already logged into our platform, getting support is just a couple of clicks away. Head to your dashboard and look for the “Help” or “Support” link—usually in the top menu or footer. It’s right there where you can open a ticket or launch live chat during business hours.

Here’s a quick tip: when filling out the support form, be as specific as possible. Mention if your issue relates to job matching, interview scheduling, or something else. Doing this helps us route your request faster to the right team.

How Email Support Works

We handle email support through a ticket system. When you email us, you get an automatic reply with a ticket number so you can track progress. Usually, you’ll hear back within 24 to 48 hours unless it’s an urgent technical issue, which we try to address faster.

What to Include in Your Email

• Your account email address
• Error messages or screenshots
• What you were trying to do when the issue happened
• Your device and browser details

This info helps our technical team reproduce the problem and speeds things up.

Live Chat: When to Use It

Our live chat is open weekdays from 9 AM to 6 PM Eastern. It’s perfect if you need quick answers, like clarifying how a feature works or help with interview scheduling.

Best Situations for Live Chat

• Understanding AI matching features
• Account access questions
• Navigation help inside the platform
• Interview scheduling clarifications

If your issue involves complex integration or billing, email is usually a better choice.

Phone Support: When It Makes Sense

Phone support is reserved for urgent issues like platform outages or interview sessions not starting. It’s not meant for general questions since those tend to require detailed back-and-forth that email or chat handle better.

Emergency Protocols

If you call about an emergency, have your account info ready because we’ll verify your identity first. Our phone team can escalate the issue to technical staff quickly to get the problem fixed in real-time.

Filling Out the Contact Form Right

The contact form on the platform is designed to get all the info we need upfront. That means fewer delays and faster resolutions.

Required Fields

Taking a few extra moments to fill these out clearly can save you hours of waiting.

What to Expect After You Contact Us

We try to keep response times realistic so you’re not left wondering. Typically, standard requests get a reply within 24 hours on business days, and technical problems might take 48-72 hours to fully resolve.

Urgent issues like outages or interview failures get bumped to the front of the line with responses often within 2-4 hours.

Priority Levels

Tailored Support for Your Needs

Depending on whether you’re an individual job seeker, recruiter, or enterprise client, the support options vary. Enterprise clients get dedicated account managers and priority phone lines, which can be a real help during large-scale integrations.

Individual users mostly rely on our standard channels, but rest assured, our specialists understand the nitty-gritty of AI matching and interview automation.

Integration and Technical Help

For companies connecting Ladders to their HR systems, we offer:

• API documentation walkthroughs
• Custom integration planning
• Testing environment access
• Implementation troubleshooting

These require scheduled sessions but make adoption way smoother.

❓ FAQ