What every client receives

Regardless of your plan, the following is included for every YouScan subscriber.

Support Team is available Monday to Friday, 6 am – 11 pm UTC.

• Chat and email support — first response under 10 minutes during business hours

• Business WhatsApp for urgent requests — first response under 10 minutes during business hours

• YouScan Academy — online courses, guides, and tutorials: academy.youscan.io

• YouScan Knowledge Base — platform documentation: help.youscan.io

• Webinars and workshops with YouScan experts

The difference between support tiers is not service quality — it is the level of proactivity, strategic involvement, and resources dedicated to your account.

Customer Service levels by plan

	Starter	Listen	Analyze	Enterprise
Support
Chat, Business WhatsApp & email support	✓	✓	✓	✓
Academy & webinars	✓	✓	✓	✓
Escalation priority	Standard	Medium	High	Highest
CSM Engagement
Dedicated CSM	—	Yes	Yes	Yes
Proactive outreach	—	On-demand + semi-annual check-in	Quarterly	Monthly
Regular meetings with CSM	—	On-demand	Yes	Yes
Strategy reviews	—	Once on request	Semi-annually	Quarterly
Onboarding
Included onboarding training	—	1-hour session	1-hour session per month	Customized
Access
Beta programs / Roadmap	—	Occasionally	Yes	Yes

What you receive — by plan

Starter

Self-service access to the full YouScan platform. Ideal for teams comfortable setting up and managing social listening independently.

• Chat and email support, YouScan Academy, Knowledge Base, webinars

• No dedicated CSM; account setup is the client's responsibility

Listen

A dedicated CSM and a structured start to your social listening programme. Well-suited for teams that want a named point of contact and a light engagement model.

• Customer Success Manager

• 1-hour onboarding session to get you operational quickly

• Semi-annual check-ins with your CSM

• Annual strategy review — a 60-minute session where your CSM reviews platform usage, goals, and provides recommendations

Analyze

Proactive CSM engagement built around your business objectives. Suitable for brand and insight teams that need regular input from a social listening expert.

• Dedicated CSM with quarterly proactive outreach

• 1-hour onboarding session

• Regular CSM meetings throughout the year

• Semi-annual business reviews — covering platform performance, insights, benchmarks, and strategic recommendations

• High escalation priority — your issues are addressed before standard and medium tiers

• Access to beta features and product roadmap input

Enterprise

The highest level of Customer Success — a true strategic partnership. Designed for large brands and agencies running social listening across teams, regions, or markets.

• Dedicated CSM with deep understanding of your business goals, industry context, and competitive landscape

• Customized onboarding and success plan tailored to your team structure and use cases

• Monthly proactive touchpoints

• Quarterly Business Reviews (QBRs) — covering strategy, ROI, platform adoption, and roadmap alignment

• Executive stakeholder management — your CSM works across your organization to align teams and decision-makers

• Highest escalation priority — critical issues moved to the top of the queue

• Access to beta features and product roadmap input

Optional onboarding packages

Account setup is not included in any plan by default. For clients who want expert-guided implementation, YouScan offers paid onboarding packages as one-time add-ons.

	Standard	Premium	Enterprise	Custom
Price (one-time)	$1,500	$4,000	$10,000	On request
Best for	Starter · Listen · Analyze — local brands and mid-market	Enterprise — large brands & agencies	Enterprise — global organizations	requiring a custom scope
Topics set up	Up to 5	Up to 25	Up to 50	Custom
Training hours	Up to 3h	Up to 5h	Up to 10h	Custom
Custom dashboards	1	Up to 5	Up to 20	Custom
Users configured	Up to 5	Up to 25	Up to 100	Custom
Business reviews	—	Every 6 months	Every 3 months	Custom
Priority support	—	Yes	Yes	Yes
WhatsApp / Teams chat	—	Yes	Yes	Yes
Assigned CSM level	CSM	Senior CSM	Enterprise CSM	Dedicated team
Duration	30 days	60 days	90 days	Agreed

Custom Onboarding is a one-time tailored configuration for clients requiring a large number of topics and dashboards beyond the scope of standard packages.

Custom Premium Service provides ongoing expert support throughout the contract — including regular audits of your existing setup and continuous configuration of new topics and dashboards as your business evolves. This is not a one-time service but a sustained operational partnership. Pricing is agreed individually.