small__6914454974Choosing the right talent management and training software can be though, and a huge part of that decision should include tech support. There are so many things to consider when evaluating tech support. Companies now need support on the cloud, SaaS and hosted products as well as support for on-premise installed products.

In a monthly poll asking managers if they are happy with the ROI on their training investments, 62% said “No”. And less than 1/5 of HR professionals are satisfied with their talent management systems ability to manage talent data. You don’t want this to be you. Support should be the backbone of finding the right training and talent management software.

Once the purchase is made and the deal is done, a lot of software companies will leave you in the dust. Finding a software company who will stand behind their products and recognize the needs of their clients is rare. Here’s what to look for…

Updates on All Products

Continued support, long after the purchase is made should include product updates. Before you sign on the dotted line, ask about updates, costs associated and the update process itself. It should be clear how and how often the updates are implemented and if there will be training on the new features. Cost of that continued training on updates should also be addressed.

Companies should also be given the option to schedule or postpone an update. These products should work around your scheduled, not the other way around. It can be stressful when an update happens at an inconvenient time like the middle of the workday, or while the primary user isn’t available.

Telephone Support

Almost all software companies will claim to have telephone support, but how supportive is it really? When it comes to customer service and tech support, an overwhelming 79% of customers prefer to receive their support over the telephone. So obviously, you’re going to want to make sure that their telephone support will actually support.

Additionally, be sure that these calls are with people whose goal is to actually assist. Oftentimes, these calls are directed to a sales or account manager who will simply try and sell more products. Asking direct questions about support staff and care will save your employees a headache when they actually need support.

Very few software companies will actually call you, but this added support is much appreciated by customers. The companies that go above and beyond will schedule “check-in” or “touch-base” calls to be proactive about tech support and customer care. This not only allows customers to gather their thoughts and issues, but it gives the software company a chance to inform their clients about changes, updates and new features.

Client Suggestions

Any good software company will regularly ask their clients for feedback. This compiled feedback will then serve as a guide for the development team. Upgrades and new features should come of these client suggestions. Basically, you need to know if your software will grow with you.

Self-Service and Online Knowledge Databases

The same people who won’t stop and ask for directions are the same people who won’t call customer care, and that’s why software systems should come complete with self-service options. These options are great because they are always readily available and can often settle the issue or answer the question in a timely manner.

Self-service options should include a searchable knowledge base for 24/7, 365 support. Training videos are also a must in fostering a better understanding of the software and getting new users trained efficiently. These options make it so that users always have help options.

Hands On Service

Customers can’t expect a representative to come a runnin’ every time a technical issue arises, but they can expect great interactive support. For instance, all software support centers should offer options like online screen share. This enables the representative to walk the customer through the issue. Screen sharing allows the customer to actually see the steps and clicks that go into the solution.

Having said that, there should also be some in-person or virtual user meetings. This can happen one-on-one, or in a group setting. This allows for Q & A time as well as ongoing training.

The point here is to find software that comes with the technical support to ensure that you are getting the most out of your investment. Making an investment in software can be scary. You need to know that they’re in this with you for the long-haul. Addressing tech support issues will ensure that you find the right software for your company.

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