This is an important question because so many brands try to force customers down a rabbit hole of documentation instead of offering email and live chat links right from the start.
Fortunately, Printful is not one of those companies.
From its public website, I could go directly to the “Contact” page and find options to start a chat, open the help center, and send an email. Sure, the help center documentation is recommended, but it’s not falsely presented as a way to get customer support.
Printful customer support channels
Contacting Printful customer support is just as easy when you log into your Facebook Data dashboard. There’s a “Help” tab in the main menu. You’ll see a page with buttons for live chat, sending an email, opening the help center, or even visiting social channels.
help button for Printful Customer Support
Overall, I am very satisfied with the availability of support channels.
Availability Printful Customer Support Team
We know you can contact Printful via live chat and email, but what hours? Am I limited to regular business hours?
Printful claims to have 24/7 support. However, if you read further into this article, that’s not the case. It seems they’ve changed their 24/7 live chat policy. Instead, you can contact them during business hours. The only problem is that they don’t list those hours.
Email support is 24/7. However, the response times I've experienced tell a different story. Sure, their email inbox is technically open 24/7, but I had to wait until the next day to send an email in the afternoon.
On the bright side, Printful encourages merchants to contact them in any language they want. There’s no language selection option, but apparently Printful is confident enough in its translation tools to offer full conversations in multiple languages.
languages for Printful Customer Support
Global support will certainly come in handy for many merchants in the POD space.
So, what are we waiting for? Let's continue to contact Printful to see how they respond.
My Printful TestCustomer Support
It's clear that Printful focuses on providing support via email and live chat. They also state that you can use Printful's mobile apps and social media channels to get support.
I'll try them all! Keep reading to see what happened and my analysis of each one.
Here's what happened when I used Printful's live chat support
My live chat started in the Printful Dashboard.
I was initially annoyed that the help center was presented as a solution at first. "That's not live chat," I thought. However, my frustration eased when I noticed the easily accessible "Live Chat Now" button at the bottom.
live chat for Printful Customer Support
My first few questions were about proprietary materials and package inserts. I went into this topic because I thought it was a little more complex than the usual questions they get asked.
my live chat
I enjoyed how they told me my position in the queue. In about 1 minute I was moved from position 6 to position 1.
Our chat started. But then... I got this message:
live chat unavailable
So much for 24/7 live chat support.
I wrote it off as a technical error, even though the lack of live chat support persisted for quite some time. That got me thinking, maybe it's not a technical error. Maybe the live chat isn't available 24/7?
With a quick search, the Reddit thread confirmed my suspicions.
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