3 Types of Client Care and Support To Avoid
Your software support should not add to your stress level.
When you are evaluating a retail management software investment, one of the features to examine critically is the type of client care and support that backs up the software. Why? Because the availability, level, and quality of the support you get determine how quickly troubleshooting can be accomplished.
Avoid Client care Support That Has Business Hours
Even if your retail business has hours that the doors are closed, your software support should be available every hour of every day, every day of the year. That way you can take care of issues that arise during the hours that your store is not open if something comes up. The availability of support that only is available during certain hours in a certain time zone isn’t going to provide you much help if you have any kind of online presence, either. If your business is online, there are no off-hours. You need to get support when you need it no matter what time it is.
Avoid Client care Support That Is Generic
How many times have you called an organization because you had a question and been given an answer off of their website? How many times had you already gone to the website and that answer was insufficient, which is why you called in the first place? Software support that busy retailers need is a support team that understands their unique implementation of the platform. That means the support team needs to have been trained on the variables that could be encountered and can actually provide the specific answers you need.
Avoid Support That Is Unprofessional
Professionals go through a rigorous process to attain their level in their respective field. A support professional will have experience in every type of software they deal with. Clients with customized applications will find that the support professional can easily find the solutions to the issue that triggered the call. The support professional develops a level of comprehension in their field that enables them to ask pertinent questions to discover what could be happening. They are equipped with tools that provide results and they know how to use those tools to ensure your continued success.
Our clients have made it clear that ChainDrive Client Care and Support is a big factor in our continued success as providers of fully integrated ERP and omnichannel software solutions.
