Technology

How excellent client support impacts recruitment software users

The recruitment software system has a substantial influence over the results that recruiters want to see. Its features and functionality greatly aid and impact the work they do. But what happens when there is an unforeseen software issue?

A sudden technical problem can halt all work and affect progress. Nowadays, technology has taken over our work tremendously. Any kind of hiccup is highly inconvenient and even problematic for the busy work system.

How are recruiters supposed to handle their recruitment software issues? They turn to their supplier and reach out to the customer support team. It is expected that this will help resolve any queries. But in case the recruiters come across an incompetent salesperson or find themselves being rotated to different departments with no solution in sight, then that creates an additional layer of challenge.

Therefore, the importance of a good support system should never be underestimated or forgotten when decision-makers are making the purchase option. Whilst software features and functionality are critical when factoring in the right recruitment software purchase, one must look further and consider moments when the supplier support system might be needed.

Examples of excellent client support 

Excellent customer support is easily overlooked. That’s because most of us take it for granted despite knowing that it is not guaranteed.

Recruiters must prioritise excellent standards of client care when they are seeking a new recruitment platform for their agency. Here are a few examples of what strong client support can look like.

1. Always available

Is the software supplier always available? Do they pick up calls? How quickly do they respond to emails? Are their follow-ups timely? Answers to these questions provide a pivotal look at what the customer care team’s strengths are. When researching CRM software options, recruiters should make it a point to find out the answers to these questions.

2. Ready to help

A salesperson keen to help resolve customer issues is a great asset. This person might not have the answer to every question, but they will do their best to ensure that the customer gets the right help as soon as possible. This is extremely valuable to recruiters who are often pressed for time due to their busy schedules and need their technical issues resolved.

3. Quick action

If a recruitment CRM supplier is known for their great customer care, they are probably also known for how quick they are to respond to their client’s problems. The phone line will never be unattended. Emails will be responded to. Customer problems and queries will be deftly handled.

4. Tailoring service to customer needs

Different agencies have different issues even if they are using the same software. A start-up will have challenges different to that of an established recruitment agency. A good support team will realise this and have a plan ready to help solve all kinds of queries and issues.

Selecting the perfect match

And how does one go about finding a good CRM software solution with an amazing client support system? The four most basic ways to

  • Client testimonials
  • Read reviews
  • Market reputation

Reading the testimonials and objective reviews you can find on the internet are great places to start. These provide an idea about the kind of support and services customers can expect.

A supplier’s market reputation is also a good indicator. What is a brand known for in the industry? Are there any happy customers to talk to? On the flip side, are there any disgruntled clients? Understanding both sides of the picture help give a holistic idea of what recruiters can expect from a potential recruitment CRM software vendor.

So, whether agencies are looking for perm or temporary agency recruitment software or an AI-enabled executive search software system for an executive search firm, it is imperative to keep excellent customer service as a standard.

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