If you’re in the market to purchase field service management software, you’ve likely made a list of necessary features and functionality to improve your business. These features probably align with pain points and problems you’re trying to solve internally. But you shouldn’t just focus on your problems today.
What about after you purchase the new software? Will the software be the magic answer to all your problems from here on out? Probably not. After creating a short list of products that meet all of your functional criteria, how will you differentiate one product from another? How can you ensure that you become a satisfied, lifelong customer of your new field service management system?
The answer: Support.
As a member of the field service industry, you understand the importance of customer service. You’ve come to expect the same level of service from your vendors that you deliver to your customers. Your field service software vendor should be no different. But how do you know if a software company offers the strong level of customer support you need before you’ve even purchased their product?
As you’re comparing your list of software providers, ask them these 8 questions to see how their support departments stack up:
- What type of service and support is included with software purchase?
- Are there any additional fees associated with support?
- Do you offer live support?
- What are the hours of operation?
- Where is your support team located?
- What is the average turnaround time for resolving issues?
- What type of online support do you offer (i.e. FAQs, Forums, online help desk, etc.)
- Do you assign designated customer service reps to your customers?
By getting the answers to these questions before you buy, you’ll be able to set realistic expectations for how quickly and easily they’ll be able to resolve your issues. For instance, if you prefer to resolve issues over the phone, it’s important to find out how easily you can get a customer service rep on the phone. But if you’re more of a do -it-yourselfer, you may want to ask about what resources are available to you online. By finding out in advance how the support department operates and making sure that it can meet your needs, you’ll build a long term relationship with your field service management software provider (instead of one that’s short lived).
Looking for Field Service Management software? Check out Capterra's list of the best Field Service Management software solutions.