Shorthand's support and content strategy services
We have flexible support and industry-leading content strategy services to help every team using Shorthand reach their objectives.
Select a tier that suits your business needs.
Core
This tier includes:
- An assigned Editorial Success Manager.
- 60-minute kick-off call to get your team onboarded.
- Up to three story reviews with your assigned Editorial Success Manager.
- Quarterly check ins via email with a 45-minute follow-up call.
Available on our Enterprise plan only.
Select
This tier includes:
- An assigned Editorial Success Manager.
- 60-minute kick-off call to get your team onboarded.
- 90-minute training session for your team with your assigned Editorial Success Manager.
- Up to five story reviews with your assigned Editorial Success Manager.
- 60-minute Quarterly Business Reviews.
Available on our Enterprise plan only.
Elite
This tier includes:
- An assigned Editorial Success Manager.
- An agreed number of 60-minute kick-off calls to get your team, or multiple teams, onboarded.
- A user guide created in Shorthand.
- An agreed number of 90-minute training sessions for your team, or multiple teams, with your assigned Editorial Success Manager.
- Up to two bespoke 60/90-minute workshops.
- An agreed number of story reviews with your assigned Editorial Success Manager.
- 60-minute Quarterly Business Reviews / monthly progress meetings as negotiated.
- An agreed number of custom development hours.
- Premium support with SLA and guaranteed response times as outlined in your Subscription Agreement.
Available on our Enterprise plan only.
Are you looking for our plans and pricing page?
If you're just getting started with Shorthand and would like to sample our additional services, you can purchase any of the below add-ons separately.
Support and content strategy service add-ons
Technical support
Premium technical support with SLA and guaranteed response times as outlined in your Subscription Agreement.
Bespoke workshop
A 60/90-minute bespoke workshop. This session will tackle how to use Shorthand with your objectives and strategic challenges in mind.
Training session
A 90-minute bespoke training session. This covers all the basics in Shorthand through the lens of your content objectives and strategic challenges.
Custom development
For those rare times you need something Shorthand doesn't do out of the box, including custom scroll behaviours, complex headers and footers, and bespoke branded themes.
Interested in learning more? Our sales team can help you choose the right tier for your team.
Frequently Asked Questions
What is an Editorial Success Manager?
Shorthand's Customer Success Team has been set up to provide industry-leading content strategy services. An Editorial Success Manager is Shorthand's very own brand of Customer Success Manager. Our team members have joined Shorthand from backgrounds in journalism, design, marketing and communications — from a range of industry sectors, including media, advertising, non-profits, brands, and higher education. They understand your challenges.
What is a story review?
Our expert team can provide detailed feedback on your draft stories and ensure you're using all of Shorthand's features to create a seamless audience experience and maximize the impact of your content.
What's involved in a kick-off call?
Your assigned Editorial Success Manager will confirm your content objectives and goals, and craft a success plan in collaboration with your team. They will also answer any questions, walk you through the platform, and share the resources you need for your next steps.
What is covered in a training session?
These sessions cover Workspace management, all section types and best practice guidance in Shorthand through the lens of your content objectives and goals.
What is covered in a bespoke workshop?
This session will be shaped by your assigned Editorial Success Manager and take into account your objectives and strategic challenges. Some examples of previous session topics include digital storytelling trends, tips for your next story, social media promotion, CTA placement, planning a multimedia story, and new feature overviews..
What's the difference between a check in and a QBR?
Quarterly check ins are made by your Editorial Success Manager via email with the offer of a 45-minute follow-up call to run through your questions and a quick usage review.
A Quarterly Business Review (QBR) is a structured usage review with an accompanying Shorthand story presentation that you can share with your stakeholders.
What if I just want technical support with a guaranteed response time?
If you're looking for priority technical support only, we would recommend purchasing the technical support add-on.
How do I choose the tier that's right for my team?
Our sales team can help you choose the right support and content strategy services for your team. Get in touch.
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