Need to get in touch with us? Check out the various communication channels available.

• General Support - 💻 Wonder Platform "Get Help"
• Ideas - 💡 Analyst Ideas Dashboard
• Bugs - 🐛 Analyst Bug Reports

Who/How to Contact When You Need Help

Wonder is a community of 100+ researchers from across the world, operating 24/7. We realize the importance of providing support to ensure we are moving at the same pace and analysts have access to the right resources when needed. Given below is an overview of our support teams and who to contact in different circumstances.

Network Operations - Jenny_Admin

Jenny is responsible for the analysts’ overall experience on the platform. Her goal is to ensure your voice is heard and your feedback is understood at Wonder.

Analyst Support

Our Analyst Support team handles most of the community’s support needs, be it help with bugs, technical issues, payments, job-related support, concerns, or any other type of support that is not related to a research request. They can be contacted using the “Get Help” button located in the top right corner of the Research Dashboard on the Wonder Platform.

The Analyst Support team can help with the following:

• Platform Permissions- If there are any questions, please use Get Help.
• Membership on Teams- If there are any questions, please use Get Help.
• Industry Vertical Permissions- If there are any questions, please use Get Help.
• Wonder Knowledge Center Questions- If there are any questions, please use Get Help.
• Audit & Wonder Score
• Educational, e.g., support on how to complete different job types via learning modules along with sharing information with the community via Slack surrounding the Wonder Knowledge Center to consistently promote quality and continued education.
• Potential bugs, e.g., if you are getting an error while trying to add a source in the Research editor.
  • If a bug is not affecting your ability to work, send us a bug report with the complete details, so we can investigate it.
  • If a bug is affecting your ability to work, do the following:
    • Check out the Setting Your Workspace Up for Success and Troubleshooting Common Platform Issues pages, and make sure you have followed the guidelines provided and applied the workarounds/solutions for commonly reported bugs.
    • In case you are facing a bug that is not discussed on the Troubleshooting Common Platform Issues page, copy/paste your work into a Google Doc and try refreshing your tab/browser or log out and then log in to your account again, as this can solve most of the issues with the platform.
    • If none of this works, send a Direct Message to @Lisa_AnalystSupport_Lead or post in the #04-bugs channel in Slack and tag @Lisa_AnalystSupport_Lead. Be sure to share the full details as well as a link to the job you're working on in your initial message.
    • Note: Our assistive software allows us to take a look at the Research Editor in case of a bug. However, if your browser settings or a privacy/ad-blocking extension blocks the Wonder platform, we are unable to investigate bugs and provide assistance as we are very limited in what we can do to help you.
• Technical issues or other urgent queries, e.g., a one-off issue that is not a known bug but appears to be a minor glitch with the platform or job reassignment.
  • Note: Analysts are expected to manage their time effectively. This means only claiming jobs when you have enough time to complete the job and start working on the job right away. If you reach out to us with an hour or two left on the timer, we won’t have enough time to help. Please don’t wait to work on, complete, or submit your work until the last minute.
  • If analysts time out on a job, all of their work is automatically deleted, and they don’t get paid for the work done. We are unable to re-assign jobs because time was not managed effectively or there was another emergency (e.g., a power outage). While we’d love to do this, we have to meet the client’s deadline and deliver on our promise of a fast turnaround.