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When deciding to implement a business software program (regardless of whether you are using a solution for the first time or converting to a new one), although it’s important to evaluate the product itself, it’s equally imperative to assess the quality of the company’s services.
It’s inevitable that from time to time, an issue will arise with any software product you utilize. Once you’ve confirmed that the vendor you are considering offers some form of technical assistance, it’s wise to learn about how they will react when issues arise by asking some detailed questions. For example, will you receive unlimited support during a specified time frame, or do you have to pay per inquiry (which could become quite costly)? Do you have multiple avenues to submit a tech support question or issue? Having multiple forms of contact such as phone, email, chat or even the ability to submit an issue via a website can be especially helpful. For example, if you have an urgent issue or question, you may prefer to call and speak with an individual who can provide a quick response as opposed to submitting a ticket and awaiting a reply.
A crucial component of your success is a software vendor that takes the utmost pride in their support services!
Readily accessible tech support is of course essential; but it’s also important to have a level of confidence that the technician answering the phone will be both courteous and knowledgeable. You want to take comfort in knowing that the person handling your issue is kind, energetic and will take it seriously. A rep who is empathetic and can relate to the issue you are experiencing will demonstrate patience while treating the matter with a sense of urgency (and will know when it’s necessary to escalate your issue, too).
If you’re using a stable software program that is being continuously maintained and enhanced, chances are that the majority of contact you will have with tech support involves procedural-related questions. Perhaps you want to set up a new holiday promotion or would like to change some of the restrictions on your EFT membership, but you forgot how to do it. A solid tech support team will not only guide you through the process of making such changes to your setup, but will also offer additional resources. When assisting with certain items, access to your desktop may be beneficial, so you may want to ask if they have a remote connection tool. A tech support package will often include access to resources such as documentation or a customer-facing knowledge base and online videos and tutorials. A software vendor should be willing to educate customers on how to effectively use their program.
Exceptional tech support teams are dedicated to seeing customer issues through to resolution. They will even go the “extra mile” and follow up to ensure that the problem has not recurred. These types of teams will continuously strive to improve their services by enlisting regular feedback through means such as sending out satisfaction surveys at the resolution of each incident.
These teams are also adaptable to changes in their industry or to the world in general. With the many temporary forced business closures due to last year’s pandemic (when things seemed to be everchanging and rapid, at that), did you have a support team there to assist you and to pivot as needed to accommodate your needs? Did you perhaps need guidance on situations like how to handle EFT memberships during closure, or how to facilitate social distancing in your salon lobby through the use of online appointments when it reopened? If you had an agile tech support team available to you during these uncertain times, they likely provided a sense of relief.
We all want to be more productive, efficient and profitable in our business. A crucial component of this success is a software vendor that takes the utmost pride in their support services!
Melissa Damiani is the Sales Manager of SunLync Software, Inc. a member of the JK-North America group of companies. With the company since 2002, Melissa has served the organization in several capacities, and has extensive knowledge of all aspects required to deliver robust salon management software solutions that are designed to enable measurable growth within its users’ ever-evolving business models.
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