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When choosing the solution that is right for you, you want to ensure that there is technical support available.
When making the decision to implement a salon operator software program, although it’s important to evaluate the product itself, it’s also equally imperative to assess the quality of the services offered by the provider.
A first-rate software solution will allow you to manage all aspects of your business using a single program – when choosing the solution that is right for you, you want to ensure that there is technical support available.
We all know that it’s inevitable – an issue will arise from time to time with any piece of software you utilize. Once you’ve confirmed that the provider offers some form of technical assistance, it’s a good idea to learn about how they will respond 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, as you can imagine, could become quite costly)? Do you have multiple avenues to submit a question or issue to the tech support team based upon your preference and what might be convenient for you at a particular time? Having multiple forms of contact such as phone, email and even the ability to submit an issue online can be especially helpful when you’re in need of immediate assistance.
Of course, readily accessible tech support is 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 know that the person handling your issue is kind, energetic and will take you seriously. A rep who is empathetic and can relate to your situation 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 continuously being maintained and enhanced, chances are that the majority of contact you will have with the provider’s tech support department is to ask procedural-related questions. Perhaps you want to set up a new promotion as you approach the next busy season, or would like to change some of the restrictions on your monthly EFT membership program, but you forgot how. A superior tech support team will not only guide you through the process of making such changes to your set-up, but will have many additional resources at your disposal. Included in a tech support package should be access to tools such as documentation and a customer facing knowledge-base, online videos and tutorials, and even the ability to participate in webinars. A software provider should be willing to educate you so that you can use the program effectively.
Do you work with other preferred vendors for which you would like to use their products and services in conjunction with your software program? A good tech support team will be open to working across borders with other IT teams, software developers, marketing companies and any other such vendors that you utilize.
Exceptional tech support teams take much pride in delivering solutions to their customers and are dedicated to seeing issues through to resolution. They will even go the “extra mile” by following up on issues that were deemed resolved to ensure that the problem has not recurred. These types of teams will continuously strive to improve the services that they offer to you by enlisting regular feedback through means such as sending out satisfaction surveys at the resolution of each incident.
We all want to be more productive, efficient and profitable in our business. A key to this success is using a software provider that takes the utmost pride in the support services that they offer!
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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