How to edit your support channel details

Imagine a lender who recently changed their customer support phone number after switching to a new service provider. A borrower tries to reach them through the mobile app, but the old number is still displayed. The call does not go through, the borrower gets frustrated, and a loan query goes unresolved. A simple update to the support channel details on the Lendsqr admin console would have prevented this entirely.

Keeping your support contact details accurate and up to date is one of the simplest but most important things you can do to maintain trust with your borrowers. When customers need help, they rely on the contact information displayed on your microsite or web app to reach you. If those details are outdated or incorrect, you risk losing borrower confidence and creating unnecessary friction in your lending operations.

What are support channels?

Support channels are the contact methods your borrowers use to reach your team when they need help, along with the legal and address information shown alongside them. On the Lendsqr platform, these details appear on your microsite, web app, and in template emails.

The Support Channels settings page is split into two cards, both edited from the same panel:

• Support: Phone number, Website, Email, Instagram, Twitter, and Facebook
• Legal & address: Privacy policy URL, Terms of service URL, and Address

There is currently no separate WhatsApp field. If you want borrowers to reach you on WhatsApp, share that number through your phone number field or another channel, since WhatsApp is not one of the dedicated fields on this settings page.

Read further: Can my support team get training on managing users?

Before you start

Before editing your support channel details, confirm the following:

• Role and permissions: Not every admin can edit support channel details. To perform this action, a team member must be assigned a role that includes permission to manage workspace settings or the organisation’s account. Lenders can grant these permissions by assigning a default role such as Super Admin, or by creating a custom role with the appropriate authorisations.
• Have your updated details ready: Before opening the edit screen, make sure you have the correct and verified phone number, website, social links, and support email ready to enter. This avoids saving incomplete or incorrect information.

Step-by-step: how to edit your support channel details

To edit your support details, kindly do the following:

1. Click the “Settings” icon on the top of the page on the Lendsqr Admin console to open the settings page.
2. In the settings sidebar, under the “Channels” section, click “Support Channels”.

3. This takes you to the Support Channels page, showing your current details split into a Support card (Website, Email, Phone number, Instagram, Twitter, Facebook) and a Legal & address card (Privacy policy, Terms of service, Address). Click the “Edit support contact” button on either card to open the shared edit panel.

4. Update the relevant fields with your new contact information. The fields available to edit are:

• Phone number: the phone number you want borrowers to call for support
• Website: your public website URL
• Facebook, Instagram, Twitter: your social media profile links
• Privacy url and Terms url: links to your privacy policy and terms of service
• Support email: the support email address borrowers can write to
• Address: your organization’s physical address

Make sure all details are accurate and currently active before saving. Double-check that the phone number is in the correct international format for your market.

5. Once you have updated your details, click “Save changes” to apply them. Changes take effect immediately after saving. Your updated contact details will be reflected on your microsite and web app right away, so borrowers who tap the support icons will be connected to the new contact information without any delay.

What happens after

Once your changes are saved, the updated contact details will appear on your microsite and web app immediately. Borrowers who tap the phone or email support icons will be connected to the new details straight away.

There is no approval step required. Changes are applied instantly, so it is important to make sure your support team is ready to receive queries on the updated channels before you save.

Further reading: 5 Freshworks features to improve your customer support team’s productivity