Why Customer Support Matters

When choosing your construction accounting software.  It is important to take into account the customer support the company offers.  Regardless of what kind of software you are using, the most frequent point of contact will always be the customer support team.  Trying to implement new construction accounting software is a tall task.  One that requires commitment and patience.  There may be some bumps along the way, but whether or not the implementation is successful partially depends on the support being given.  So when choosing your software it is important to properly vet the customer support that is offered.

So that begets the question, what makes a good support team? 

  1. Accessibility
  • There is nothing more frustrating than not being able to reach customer support when you need them.  Especially when you have a question or issue that requires an immediate response.  This is one if not the most important criteria used to determine whether the customer support is adequate.
  1. Outsourced vs. In-House
  • How much do they actually know about the software?  Is the customer support outsourced?  Beware of outsourced customer support!  Most of the time, the customer support staff in this situation are not well versed in the software.  It is far more common for the staff to rely on a troubleshooting document rather than actual knowledge of the software.  This is because outsourced customer support firms handle customer support for more than one company.  So the person answering your call may not be as prepared as you would like.
  1. Personality
  • Are they nice?  You would think that this should be a no-brainer, but sometimes there are those who are not all that pleasant on the phone.  No one should have to deal with customer support staff that is not polite to customers.  You shouldn’t have to dread calling customer support for fear of a staffer with a bad attitude.  So certainly take into consideration how the customer support staff treats customers.  A good way to find out would be through a reference.  If you ask the company directly they will just tell you what you want to hear.  Seek out some of their clients, at least three, and get their input.

 

Customer support plays a pivotal role in both in your implementation and then later use of the software.  After you purchase software it will be the customer support team whom you will have the most contact with.  So it is vital that you choose software that is supported by the right kind of people.  That is supported by an exceptional support team.  So when you are choosing your construction accounting software, keep customer support in mind.