• 27.11.25

A partnership built to last: BaseKit’s approach to training and customer support

At BaseKit, our goal isn’t just to help partners launch successfully, but to make sure they can continue to support their customers confidently long after they go live. That’s why a key part of the onboarding journey focuses on training and support. From preparing customer support teams to providing second-line assistance, our process is designed to ensure a smooth, reliable experience for everyone involved.

Setting up your customer support teams for success

As the onboarding project nears completion, we begin preparing the partner’s customer support team for launch. Our second line support technicians take the lead in delivering detailed, hands-on online training sessions that cover every core product area.

Partner customer support teams learn how the site builder, store and bookings products work, as well as how to configure the control panel to manage customer accounts. This gives them the ability to handle day-to-day customer queries, solve common support issues and even troubleshoot minor bugs.

Training also covers the use of our support ticketing system, which keeps communication structured and consistent. We show partners how to register accounts, submit tickets and provide the key information we need to resolve issues quickly. By managing everything in one system, we make sure every query contains the right detail, which speeds up resolution times and avoids duplication.

Working together after launch

When a partner goes live, BaseKit acts as a second line support team, providing technical expertise for more complex issues that go beyond first-line troubleshooting.

Queries from end users flow first to the partner’s cutomer support team. They resolve what they can, and anything requiring deeper investigation gets escalated to BaseKit. From there, our support team either fixes the issue directly or escalates it to our internal development and operations teams to ensure the right software updates or patches are applied. Once resolved, we deploy the fix back to the partner environment, maintaining a seamless service for end customers.

Continuous learning and collaboration

We know that teams evolve, new staff join and products continue to develop. That’s why we run regular training refreshers throughout the year, introducing new features and keeping partner support teams up to date.

We build close working relationships with support agents on the partner side, ensuring we can collaborate effectively to identify issues early and deliver fast resolutions. The goal is always the same: to get customers back on track as quickly and confidently as possible.

Our second-line support team also works closely with product and development, creating a continuous feedback loop that ensures customer input can directly inform the BaseKit product roadmap too.

A partnership built on collaboration and trust

By combining structured training, clear escalation paths and ongoing collaboration, BaseKit helps partners provide outstanding support to their customers. Together, we maintain high standards of service and ensure that every issue is resolved as efficiently as possible, keeping customer satisfaction at the heart of everything we do.

Try BaseKit for yourself

Talk to our team to try out our BaseKit platform and see what a partnership could look like for your business.

Request a demo
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Privacy Policy

  1. Introduction This privacy policy sets out how we use and protect any information that you provide to BaseKit. We are committed to ensuring that your privacy is protected. Any personal information you provide when using our products or services will only be used in accordance with this policy. Note that this policy does not cover how we use and protect information provided to us from website builder customers. If you are a Go Sitebuilder customer, please see the Go Sitebuilder Privacy Policy. If you are a customer of another company that offers BaseKit’s website builder, please see the company’s privacy policy available via their website. We may change this policy from time to time by updating this page. You should check this page to ensure that you are happy with any changes. This policy is effective from January 2019.  

2. What information we collect We may collect the information you provide when you get in touch with us via the website, email, or phone.
  • You transfer your information to us via the website by filling in and submitting a form. We offer a number of different forms to help you find out more about the products and services we offer.
  • We have a number of different email addresses you can use to contact us. If you’re not sure which one to use then we recommend you send an email to support@basekit.com
  • We don’t provide a central phone number but BaseKit team members may provide their direct phone number for you to contact them.
 

3. How we use the information The information that we collect and store about you is primarily used to help us to stay in touch with you to provide our products and services. However, we may also use your information:
  • To improve our products and services
  • To send promotional email communications about special offers, news, product updates or other information which we think you may find interesting
  • To contact you for market research purposes
Note that we will only use your information as described in 3 and 4 above when you have explicitly opted in to receive such communications. You may opt out of these communications at any time by clicking the Unsubscribe link in any email or by sending a request to support@basekit.com  

4. Storing your personal data We store the data we collect using third party tools such as CRMs and databases. Any data we store is only accessible directly by a small number of authorised staff. The third parties that we use may store your data in locations outside of the EEA. We carefully review each supplier to ensure they handle data in line with this policy. We will store your data for as long as you remain a customer of BaseKit, or where you have actively been in contact with us about our products and services. We will keep data for up to 5 years if you’re not a customer or if we don’t hear from you.  

5. Security We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic, and managerial processes to secure and safeguard the data we collect and store. The transmission of information via the internet is not completely secure and we cannot guarantee the security of data sent to us electronically. The transmission of data is entirely at your own risk.  

6. How we use cookies A cookie is a small file which allows websites and apps to identify individual users and store information about each user’s preferences. A cookie does not give access to any more information than a user chooses to provide. We use cookies:
  • To identify where visitors to the website came from
  • To identify the content that is being viewed
The third party suppliers that we work with may also use cookies for similar purposes. We carefully review each supplier to ensure they handle data in line with this policy. You may choose to enable or disable cookies. Most web browsers automatically enable cookies, but you can usually modify a browser’s settings to disable cookies if you prefer. If you disable cookies you may not be able to take full advantage of our websites.  

7. Disclosing your information We may disclose your information to third party suppliers that we work with to provide our products and services. We carefully review each supplier to ensure they handle data in line with this policy. We may also disclose your information where we are required to do so by law.  

8. Controlling your personal information You may choose to restrict the collection or use of your personal information in the following ways:
  • When providing any information to BaseKit via this website, you may opt in to receive promotional email communications.
  • If you receive a promotional email, you may opt out by clicking the Unsubscribe link at the bottom of the email.
  • At any time you can opt out of promotional email communications by sending a request to support@basekit.com
  • If you would like us to delete all the information we have collected about you, send a request to support@basekit.com
  • If you would like to otherwise restrict the use of the information we have collected about you, send a request to support@basekit.com
  • Should you wish to access the information we hold about you, please send a request to support@basekit.com
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