17 May Automated AP & Customer Support
Customer support is one of the most critical aspects of any successful software implementation. No matter how reliable the solution, there will come a day when customer support is required. The quality and timeliness of the assistance can have a significant impact on the functionality of the software, the accuracy of the system’s data, and countless additional factors.
Before committing to a new system, there are a few things you can do to explore your vendor’s customer service level.
Investigate Market Leaders
There are constant polls and reviews of market-leading vendors. Though these information sources tend to be biased, they are an excellent way to get insights into the features and support that the industry expects and appreciates. Use that to build a reasonable decision matrix to analyze options.
Explore Various Support Methods
Support is provided in numerous ways. Knowing your company’s operational structure and areas of expertise will help you determine which support methods work best for your company. Self-service hubs, educational tools, hands-on onsite support, and training seminars are just some of the diverse offerings various vendors may have. It’s also a good idea to know what contact methods are available, such as telephone, email, ticketing systems, or chat.
Read Customer Reviews
After you’ve narrowed down your list of potential vendors, a quick Google search for “vendor name” “product/service name” “review” will frequently bring up valuable insights. Current and past customers will often address customer service issues in their write-ups about either the vendor in general or the specific software you’re considering. Don’t make assessments on anything too anecdotal, but if you see a consistent trend across multiple reviews, it’s a pretty safe bet that the information is useful to you.
Assess Your Vendor Rep
Though the person who sells you the software may not be the same person who provides support for the software, your salesperson was hired by the vendor as its representative. That means you can gauge the vendor’s approach to customer support based on the salesperson’s interactions with you. While it won’t be a perfect predictor of the future relationship between you and customer support, it’s a pretty good indicator.
Learn more about the benefits of automating AP by contacting simplifiAP today.