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.
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!
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.
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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