Technical Issues?…What Technical Issues!

By July 26, 2016Super Sonru

We recently spoke to our Head of Client Success here at Sonru – Maiken O’Byrne – about the importance of a top notch software support process. Read what she had to say, and find out more on what makes Sonru stand out from the crowd in our free eBook


When you are a software provider, it’s all too easy to talk about the countless benefits, the great results or the savings your application can bring about… but how do you address the dreaded ‘technical support’ issue?

How do you talk about technical support without implying that your application is not perfect? Well spoiler alert, regardless of whether you are talking about a beta-stage app or a fully-fledged solution, technical problems are a part of life.

As Head of Client Success, the technical support function for Sonru’s Video Interviewing software is my baby. Sonru provides Video Interviewing Software to organisations all across the world. With hundreds of thousands of candidates going through our system every year, providing a world-class support process has been the cornerstone of our success from the day we launched. Instead of trying to skim over the technical support question, we embrace it – it is almost the first thing we bring up in a conversation about Video Interviewing.

Why?

First things first… There is often the misconception that Video Interviewing requires candidates to be completely tech savvy. You often have to start by showing people the simplicity of the solution from the candidates perspective for them to realise why your support department is not inundated with calls. (actually less that 1% of our candidates require tech support when completing their interviews). Only after having addressed this, can you move on to talk about implementation. The client now wants to be reassured that you understand that introducing new software into an organisation is a big decision, and that they will not have to go it alone!

Transparency

Instead of shying away from the technical issues ‘elephant in the room’, providers need to be fully transparent about their process and their support stats. If your provider is vague about it or tries to tell you that technical issues don’t happen, you need to start asking questions!

In terms of technical support, there are really only two things you need to look for when you’re thinking about new software for your organisation:

  • Details of the technical support process
  • Historical support data

Details of the technical support process

Depending on the type of software you are looking at, the level of support you are going to require may vary. You might be able to wait a day or two to find out why that button is not working – but a candidate has very limited window to complete their interview before the deadline set by the company. For our clients, they trust us to look after their candidates and we have built our support process accordingly. For example, we look after all our support in-house, we provide 24/7/365 email, phone, online chat and social support. If your team is spread across the globe, they need that kind of access to support too.

Any interview process can be nerve wracking for candidates so its crucial for us to be always at hand for the small number of cases that do require our help. For candidates it is good to know that 97% of our queries this week were answered within one hour. With an industry average first response time of  19 hours and global benchmark of 23 hours, this proves we’re doing our job right; this helps reassure our clients that their candidates are in safe hands.

Another objective for us is that our clients also have a direct line to us at all times. The median response time to Sonru clients at the moment is 2 minutes… (no that’s not a typo, that is 120 seconds!)

The real test is; how easy it is to help yourself? I know it might be a bit nerdy to admit, but I personally love the satisfaction of figuring out how to do something. There are applications I use everyday and I still need to jump into their ‘help’ section. Sonru uses a library of information on our support portal to help guide candidates and clients in the right direction… and it works! Just in the last 30 days we have over 97% of potential queries ‘self resolved’ in this way.

Historical Support Data

For me, this is almost the most important bit. If I am looking at a provider that cannot tell me their support stats, I worry that they have something to hide. I am not worried about the existence technical issues -but what I do care about is:

  • how many there were;
  • were they resolved; and
  • were people happy with the resolution.

We regularly publish our Supernormal Support Stats here at Sonru, which helps remind us to strive to resolve every single query and maintain our 96% plus satisfaction rating.

My Team

For me, I have the benefit of an amazing development team who have ensured that our product is robust and efficient resulting in a very low number of queries; a client success team that are video interviewing ninjas and the trusted partners for our clients and a support team that aims to always try and put themselves in the requester’s shoes.

Whenever I have to consider selecting a new piece of software, support handling is a major deciding factor. I do not want to accept lower standards when I am the one handing over the money. When you are thinking of introducing new software into your organisation, looking at the support provided can often be an afterthought. Providers do not want to focus on anything negative when trying to pitch their service.

So just remember; It’s all too easy to be enticed by a shiny new application and buy into the sales pitch…the measure of a good product is what happens after the sale.

 


Like what you hear? If you would like to find out more about Video Interviewing from Sonru just get in touch with us with for a free demo!

 

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Edward Hendrick
CEO
Ed holds a Bachelor of Science Degree in Agribusiness & Rural Development and a Higher Diploma in Enterprise Development and Entrepreneurship.

Since founding Sonru in 2007 with the vision of introducing Video Interviewing to mainstream recruitment, Ed has established the organisation as a global leader and one of the top recruitment SaaS companies worldwide.

With numerous accolades to his name such as the Sunday Business Posts ‘Top 40 Under 40’ and IIA Net Visionary award for innovation, Ed is recognised as one of the world’s leading experts in video recruitment technology and is a renowned industry speaker.

With a passion for new technology and how it can be used to make life easier for people in the real world, Ed has been instrumental in shaping the current landscape of the Video Interviewing industry.
Chris Horan
CTO at Sonru
Chris graduated from Trinity College Dublin with an Honours Bachelor of Science Degree in Physics and Computer Science and went on to complete a Postgraduate Diploma in Applied Science in Physics and Computer Science as well as a Higher Diploma in Enterprise Development.

With almost 20 years’ experience in the software engineering and computer science space, Chris has worked with leading technology companies such as Accuris, CAPE Technologies and BearingPoint.

Chris has been at the forefront of Sonru’s product development since the company’s inception in 2007.
Daniel Richard
Managing Director EMEA
Sonru’s Europe MD, Daniel Richard, graduated from Queen’s University, Canada with a Master of Science in Industrial and Organisational Science.

A trained Occupational Psychologist with more than 15 years of sales and consulting experience in multinational recruitment and HR services companies, Daniel leads Sonru’s sales efforts within EMEA, helping to grow its rapidly expanding customer base.

Prior to joining Sonru, Daniel spent 10 years at Oracle Taleo helping to build the company from a small regional start-up to a true industry leader. Daniel has held a variety of sales and consulting positions on various continents, including the US and Europe.
Fergal O'Byrne
Non-Executive Director
Fergal holds a Bachelor of Science in Electronic Engineering from Dublin Institute of Technology and is an experienced Internet industry entrepreneur.

Since founding Interactive Return in 1998, Fergal has been a member of the Board of Directors of IGOpeople.com, WINC, and CCD Limited and was a previous chair of the Project Advisory Group for Fáilte Ireland’s eBusiness Support Initiative.

A recognised influencer within the industry, Fergal has served as CEO of the Irish Internet Association and has published four books including ‘10 Online Marketing and Search Engine Essentials’ and ‘10 Technologies Every Executive Should Know’.

In 2015, Fergal was inducted into the IIA Internet Hall of Fame in recognition for services to the internet industry.
George Pennock
Chairman
George holds an MA in History from Oxford University and is a previous Partner and Head of Saphir UK at Saphir Capital Partners.

George spent several years with the Goldman Sachs Group as a mergers and acquisitions banker before moving into private equity where he has spent most of the past 15 years. He has served as a Senior Investment Manager and COO at Pi Capital, and worked with Botts & Company Ltd where he made private equity investments in the leisure, publishing, branded goods, retail, and technology sectors.

Having spent the past two decades working with a myriad of talented and unconventional entrepreneurs, investing in everything from online employee benefits platforms to river boats and book publishers, George is passionate about backing exceptional people and interesting businesses and believes that while a mediocre management team can ruin even a great plan, a great management team can make a success of almost any business opportunity.
John Penning
Director
Currently, I am a Director of Sonru, the leading Online Video Interviewing company. Previous career highlights include; CEO of the Irish Internet Association, Chairman of IGOpeople.com and Founder and CEO of Interactive Return. In 2015 I was very honoured to be inducted into the IIA Internet Hall of Fame in recognition for services to the internet industry.
Rodolphe Verhaegen
Non-Executive Director
Rodolphe is currently an Operational Advisor with Digital Ventures in Brussels having previously worked in Ebay, most recently as Director of Customer Innovation.

Rodolphe is an innovative and creative business leader, with a strong interest in technology and agile software development practices. He holds an Masters Degree in Business Information Management and a BA in Business Economics from the Vrije Universiteit, Brussels.
Georges Schmit
Non-Executive Director
A native of Luxembourg, Georges graduated with degrees in Economics from the University of Louvain, Belgium (BA) and the University of Michigan, Ann Arbor (MA). Besides his native Luxembourgish, Georges is fluent in French, English and German.

Georges served the Government of Luxembourg from 1981 to 2016 and throughout most of his career he focused on innovation and technology policy, economic development and trade and investment promotion.

During his time with the Government of Luxembourg, Georges served as Secretary General of the Luxembourg Ministry of the Economy and was a member of several European Union high-level advisory bodies including the European Commission's "Enterprise Policy Group”. He also served as both Vice-Chairman and Executive Chairman of the National Credit and Investment Corporation (SNCI) of Luxembourg.

Georges has served on the Board of Directors of both listed and private companies including the world's largest steelmaker ArcelorMittal, the Luxembourg-based global satellite operator SES, the Luxembourg Post and Telecommunications Company, and the Luxembourg State and Savings Bank, among others. Most recently, he contributed to the design and launch of several major Luxembourg Government innovation policy initiatives and sits on the Luxembourg Government’s Advisory Board on Space Resources.
Clément Helinckx
Non-Executive Director
Clément is a member of the Saphir Capital Partner's Team. Clément worked at PwC Luxembourg for 6 years in Private Equity Audit and then as Manager in the Corporate Finance practice in Valuation, Buy-side and Sell-side advisory. He holds a MSc from IÉSEG School of Management.

Patrick Sweeney
Non-Executive Director
Patrick holds a Bachelor of Business Studies Degree in Accounting, Management, Human Resources, Marketing and Economics from University of Limerick as well as Masters of Education in Management, Human Resources and Training and Development from University of Sheffield.

For 25 years, Patrick held the position of Human Resources and Public Affairs Director for Aughinish Alumina where he was involved in change management, restructuring and international mergers and acquisitions.

Patrick also undertook many other leadership roles including operations management, training and development and employee relations management. In addition to sitting on the Board of Directors at Sonru since 2011, Patrick has operated his own strategic management and human resources consultancy firm for the past 8 years.