Frequently Asked Questions
Find answers to common questions about Relatide
Getting Started
What is Relatide?
Relatide is a customer relationship memory platform that helps businesses maintain detailed history and context about every customer interaction. It combines CRM data with AI-powered conversation tracking to ensure every customer interaction is personalized and informed.
How much does Relatide cost?
We offer flexible pricing plans based on your team size and usage. Contact our sales team for detailed pricing information tailored to your needs.
Do I need technical knowledge to use Relatide?
No! Relatide is designed to be user-friendly. If you can use a CRM, you can use Relatide. Our intuitive interface makes it easy to get started in minutes.
Integrations
Which CRMs does Relatide integrate with?
Currently, we support Salesforce and HubSpot integrations. We're actively working on adding support for Pipedrive, Zendesk, and Intercom. Check our integrations page for the latest updates.
How often does data sync between my CRM and Relatide?
Data syncs automatically every hour. You can also trigger a manual sync at any time from the Integrations page in your dashboard.
Is the sync two-way?
Yes, with HubSpot. For Salesforce, we currently support one-way sync (Salesforce → Relatide), with two-way sync coming soon.
What happens if I disconnect an integration?
Your existing data in Relatide will remain intact, but new updates from your CRM will no longer sync. You can reconnect at any time to resume syncing.
Security & Privacy
Is my customer data secure?
Absolutely. We use industry-standard encryption (AES-256) for data at rest and TLS 1.3 for data in transit. All data is stored in secure, SOC 2 compliant data centers.
Who has access to my customer data?
Only you and your team members. Relatide staff never access customer data unless explicitly requested for support purposes and with your written permission.
Is Relatide GDPR compliant?
Yes. We follow GDPR guidelines and provide tools to help you manage customer data requests, including data export and deletion.
Where is my data stored?
Data is stored in AWS data centers in the United States. Enterprise customers can request specific geographic data residency.
Features
How does AI-powered calling work?
Our AI listens to your conversations and provides real-time suggestions based on customer history, preferences, and past interactions. It automatically captures key points and updates customer records after each call.
What is a 'customer health score'?
The health score is an AI-calculated metric that indicates how engaged and satisfied a customer is based on interaction frequency, sentiment, support tickets, and other factors. It helps you identify at-risk customers before they churn.
Can I customize what information gets tracked?
Yes! In Settings, you can configure which types of information to capture - from communication preferences to purchase history and support interactions.
How long is customer history retained?
By default, we retain customer history for 18 months. You can adjust this in Settings to 12 months, 24 months, or unlimited retention.
Billing & Account
Can I cancel at any time?
Yes, you can cancel your subscription at any time. You'll continue to have access until the end of your current billing period.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover) and ACH transfers for annual plans.
Can I add or remove team members?
Yes, you can manage team members in your Settings page. Billing adjusts automatically on your next invoice.
Do you offer refunds?
We offer a 14-day money-back guarantee for new subscriptions. If you're not satisfied, contact support for a full refund.
Support
How do I get help if I have an issue?
You can reach our support team via email at support@relatide.com, through the chat widget in your dashboard, or by visiting our contact page.
What are your support hours?
Email and chat support are available Monday-Friday, 9am-6pm EST. Enterprise customers receive 24/7 priority support.
Do you offer onboarding assistance?
Yes! All new accounts include a free onboarding call to help you get set up. Enterprise customers receive dedicated onboarding and training.
Still have questions?
Can't find what you're looking for? Contact our support team and we'll be happy to help.