The 2024/2025 cricket season in Australia is starting soon. We've listened to your feedback and have been busy in the off-season making improvements to our Customer Support to ensure your experience is smoother and more efficient.


What's new?


From Saturday 21 September 2024, you'll be able to live chat with us via 2 channels:

  1. FrogBox Go Chat - Live chat with us when logged into your FrogBox Go account from any device. Click the 'chat' icon on the bottom right. To do this, you'll need to be set up and logged in as a user. Register here if you haven't already.

     
  2. FrogBox's WhatsApp Business Number - Live chat with us by texting +61 405 300 122. To do this, you'll need to have WhatsApp downloaded onto your phone.


Live-chat via these channels will be available at the following times:

  • Saturdays and Sundays, between 8am and 6:30pm AEDT

  • Peak mid-week match days, which is generally on Tuesdays and Fridays between 4:30pm and 7pm AEDT


For support outside of these windows, you can submit a ticket in the usual way at https://frogbox.freshdesk.com/support/tickets/new.


What's changing?


From Thursday 10 October 2024, WhatsApp Groups will no longer be used for club chats. 


Instead, we'll continue chatting with you via the new channels above. Support will be via one-on-one chats with our Customer Support team on peak match days. 


We will however continue to keep you informed with regular updates about FrogBox via WhatsApp Communities.


Why the change?


We understand that in past seasons, customer support wasn't always as responsive or effective as it should have been. The tools we used often caused delays, and some of your queries went unanswered.


To fix this, we've invested in FrogBox Chat, a new live chat platform built within FrogBox Go that empowers us to respond more efficiently and effectively. This chat also extends to WhatsApp.

Combined with FrogBox Go, this upgrade will help your club manage streaming more independently and efficiently.



What can I do now to prepare my club for this change?


We hope that providing advanced notice of this change will assist with the transition. Here's what you can do now to ensure a smooth transition:


  1. Share this article with everyone responsible for FrogBox at your club.

  2. We recommend you chat with us via FrogBox Go as this is where you'll be streaming from. Make sure anyone who helps with streaming has access to your club's FrogBox Go account (they can register here for user access).

  3. Save our new WhatsApp number (+61 405 300 122) for match day support and download WhatsApp onto your phone.

  4. Ensure your club is ready to stream by watch our pre-season training video here. It provides a guide on how to set up your camera kit and use FrogBox Go.