Pasona N A, Inc.’s Post

Top 8 Vendor Software Support Challenges … Customer service and support are crucial aspects of any HR/Payroll software system. Some common challenges with support include: 1. Response Times: One key challenge is the responsiveness of vendor’s customer support. Users may experience delays in getting timely assistance for their queries or issues, which can impact their productivity and the smooth operation of the software. 2. Availability of Support: Limited availability of customer support channels or restricted support terms can be a challenge for many organisations. If users encounter issues outside of regular support terms, they may have to wait for assistance, leading to potential downtime or disruptions. 3. Knowledge and Expertise: Ensuring that customer support representatives possess the necessary knowledge and expertise to address complex technical issues or provide guidance on system functionalities is crucial. Lack of expertise or delays in escalating technical problems can frustrate users and prolong issue resolution. 4. Training and Resources: Adequate training resources and materials for users to troubleshoot common issues or learn how to maximise the software's capabilities are essential. Inadequate training or documentation can hinder user adoption and lead to increased support requests. 5. Ticket Resolution: The efficiency and effectiveness of resolving support tickets can vary. Users may encounter challenges if their issues are not addressed promptly, accurately, or satisfactorily, leading to dissatisfaction with the support experience. 6. Communication: Clear and consistent communication between users and customer support representatives is essential for managing expectations and resolving issues efficiently. Poor communication or misunderstandings can prolong problem resolution and impact user satisfaction. 7. Escalation Process: Having a well-defined process for escalating critical issues or unresolved problems is crucial. Inadequate escalation procedures can result in prolonged downtime or user frustration if complex issues are not addressed in a timely manner. 8. Software Updates and Maintenance: Handling software updates, patches, and maintenance can also be a challenge for customer support teams. Ensuring seamless deployment of updates while minimising disruption to users requires careful planning and coordination. Addressing these challenges requires a proactive approach from both the software provider and the organisation. Establishing clear communication channels, providing comprehensive training and resources, and continuously improving support processes can help mitigate these challenges and enhance the overall customer service experience. Or… just work with Phase3 as an extension of your team and remove all the hassle! #HRTech #HCM #HRM

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I find this is a common problem, especially with our HR software. Most of the people we speak to need something that goes far beyond core HR and with this comes complex requirements. That is fine. It all falls down when there isn’t a structured approach to selecting vendors to sit a demo with. It���s a well funded, crowded market with too much choice. I know if we are told they are looking at more than 3 vendors there is going to be rehashing of features because they are not sure which one did what. But the blame is not totally on the propspect. We have to take some responsibility. Did we not make the demo engaging enough? Did we not provide enough follow up material? Were we not clear on certain things? Could we have incorporated more of story to set us apart? The reality is the prospect will only spend so much time on each vendor and we are limited in what we can control.. a 64 page follow up covering everything our software can do is not going to solve anything. I really enjoy this part of the sales & marketing dance. That is the key, this is a joint effort between sales and marketing. NOT one or the other. As long as both sides are always questioning the status quo and as a company you are willing to try new ideas fast, it can only ever get better.

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