Customer Support Software Featured Articles

Making purchases for the enterprise is no small task, regardless of the experience the individual brings to the table. When it comes to customer support software, evolution moves swiftly and no company benefits from bouncing between vendors. For that reason alone, it makes sense to properly vet any and all companies promising to meet expectations.

The most beneficial relationship is the long-term relationship where the vendor has your best interest as the priority. A recent Dell (News - Alert) blog highlighted this importance and why it makes sense to make these individuals an important part of your team. When looking for productivity and reliability, those with a vested interest in your success are more likely to produce results. 

To that end, let’s review a few things you need to consider in your due diligence before selecting the right vendor to handle your customer support software. You’re likely going to check their offerings, success stories and references, but here’s a few other things to note as well.

1. Needs List – it’s very easy to get swept into the marketing any company offers, with bright colors, just the right text and attention to exactly what’s been top of mind for you. But a good marketing department does not mean the right product to meet your needs. Before you get caught by the pizzazz, make a list of things you need and things you would like to have so you can assess potential candidates based on this criteria.
2. Longevity – while the latest and greatest may be the most appealing, it may not make the most business sense. Pay attention to the length of time the company has been in operation and check that this time is associated with the same business name. If the name has changed multiple times, you need to know why.
3. Use of Use on Site – it may sound silly, but the ease of use of the provider’s corporate site says a lot about the way they do business. If the site is clunky and difficult to navigate, they may not pay a lot of attention to the needs of their customer base. If the site is designed exactly like you would expect, with all information and pertinent numbers easy to locate, the vendor is worth consideration.
4. Effective Customer Communication – what kind of information can you find on the vendor’s site and through social media channels to show that they actively engage? Do they regularly post update information on their customer support software or do you have to dig deep to find this information? If they aren’t regularly pushing the information out, you may struggle to get what you need in the relationship.

TeamSupport has built a successful business out of developing solutions that speak directly to the needs of its customer base. While the goal is to help ensure your customers become your biggest advocates, the strategy includes the use of customer support software that fits your needs and aligns with your long-term plan. If you’re ready to drive real results, it may be time to include TeamSupport in your due diligence.