When selecting a new HRIS, it’s important not to overlook customer support. At some point, every HRIS customer will need assistance with their system. The quality and timeliness of the support can have a big impact on the functionality of the HR software, employee satisfaction, the reliability of the information contained in the system, and many other critical business factors.
There are a few ways that you can get a feel for a vendor’s support offerings before you commit to a new system.
Look Into Top Options
Customer satisfaction polls are taken to identify the vendors that provide the best support. These polls may be somewhat biased, but can be a good start for looking into HRIS vendors. You may pinpoint features that you love and hate while reading through the listing, which can get the wheels spinning.
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Research Support Offerings
Different vendors may offer different types and levels of support. Find out whether you will have implementation assistance, training aid, an information library that every user can access. Also identify the various ways that you can communicate with the vendor, such as through email, text, 24 hour live phone support, training seminars, ticket systems, or video chat.
Research support options during the information gathering stage so that you can compare different vendor offerings.
Read Reviews from Other Customers
When you have a short list of vendors that you like, reading reviews from other companies about the vendors may help you to narrow down your selection. Customers will usually address the quality of customer support in their reviews. If several customers mention that they had a hard time getting a timely response or conversely, that they were able to solve problems quickly because of fantastic support, it may help to inform your decision.
Speak with Your Vendor Representative
Many HRIS vendors provide a personal representative that will act as the main point of contact for support issues. If it’s possible, find out whom your representative will be if you decide to sign a contract. Talking with the representative that will be assisting you allows you to assess whether you jive well, feel comfortable with the person’s level of competency, and are satisfied with what they can tell you about the product and support.
Request and Sign a Service Level Agreement
A service level agreement, or SLA, is a type of contract that details the services that the vendor will provide. Many vendors provide an SLA, but you can also request one if it’s not a standard offering from your vendor of choice. Having a SLA in place can help to clarify expectations and provide documentation to back you up if you feel that you aren’t receiving the anticipated quality of support.
Take Advice from Experts
Vendor matching experts may be able to provide insights about HRIS and customer support that can help your company specifically. Since vendor matching experts are familiar with different vendors’ support offerings, learning about the structure and characteristics of your company may allow them to recommend options that you wouldn’t have learned about otherwise. You may also save time from researching options that wouldn’t have fit your company as well.