When selecting business software, the supply and excellence of the helpdesk / support department are often overlooked. Yet we have all heard the complaints and retold the jokes about tech support team. You demand assist with your software, after securing for forty-five minutes, you receive requested a lot of questions with a specialist who’s clearly never been in person using the software you are calling about. After ten minutes on the telephone with this particular tech, you are put on hold again, and subsequently person you consult with starts on your own. “A minimum of this individual appears to become vaguely acquainted with my software version,” you believe – but ends up “vaguely” was the operative word.
I am unsure why b2b software companies – individuals who develop complex business software systems – believe that using junior staff to supply front line tech support team for all sorts of issues may be beneficial. To be fair, there does appear to become a slow trend from this method. But when you are utilizing a robust manufacturing package or perhaps a effective wholesale distribution software system, most likely if you have an issue, it’s (a) complicated and (b) urgent.
So what about this for any revolutionary concept: you call tech support team, and also the person you consult with is totally acquainted with your software, understands the problem very first time, and it is able and prepared to connect online immediately and appear directly at the screen while you demonstrate the problem. And – surprisingly – they can give a practical means to fix your condition!
Yes, this kind of person is more expensive – a lot more – when it comes to salary compared to junior person. You will find, that entails the rate each hour you will be billed will reflect that greater cost. But which option do you consider many people would select:
Pay a lesser hourly rate to obtain support from somebody that will require considerably longer not to give a solution, or
Pay a greater hourly rate to obtain support from somebody that will give you an answer in a shorter time of your time?
Surprisingly, in The United States, a small majority seems to prefer option 1 – a minimum of until they have attempted to acquire support the very first time. Hopefully you are not likely to fall under that trap. It is usually worthwhile to pay for a bit more for somebody who’s really acquainted with your organization and isn’t located half-way all over the world.