A common theme we’ve been hearing through the grapevine is that former software support staff that were knowledgeable and dependable have disappeared and been replaced by newbies that know little about the software and even less about your business.
Where did all the smart software support staff go?
Is this an accounting software industry trend? Or did it just happen to your accounting software company?
Unfortunately, there are no clear and easy answers as to why. Even if there were, it probably wouldn’t solve your problem: you now know more about your accounting software than the people who are supposed to be helping you.
It’s frustrating to say the least.
- You’re now spending more time troubleshooting software issues.
- You’re waiting for them to fix it while you use a workaround.
- You’re trying to get a tech savvy colleague to help but they’re trying to do their job while also helping Sally, Susie or Dale fix their IT issues.
What happened to the age-old adage, “time is money”?
According to Forrester via HelpScout, “66% of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience.”
You need to reclaim your time and still get the help you need.
You can try this next one yourself:
Go social and get “squeaky.”
As in the squeaky wheel gets the grease, right? This is your new playbook for getting software issues resolved if the support team isn’t helping and management isn’t responsive. Take to social media to share your experience and request help.
Try messaging them via Facebook or LinkedIn. If that gets you nowhere, then go ahead and post on their FB page or tweet on Twitter. Publicizing the issue you’re having with their support staff could help you get an immediate response and solution.
Also, you could even try leaving them a review on Google to nudge them towards getting back to you quickly. If all of this fails, take to LinkedIn to locate contact info for their leadership team. A well-placed call or voicemail to their highest chief-in-command can sometimes get the ball moving quickly in your direction.
If you’ve tried everything and your current accounting software still isn’t responding or solving your issues, it’s time to consider switching vendors.
Switch to a new accounting software and refuse to settle for poor customer support.
Yes, switching accounting software may seem overwhelming, time intensive or costly. However, remember that having your time wasted and software that doesn’t work properly is equally expensive.
When assessing your future software provider, you should ask the following questions:
- How quickly do they respond and/or resolve a support issue request?
- Is the support staff knowledgeable and friendly?
- If the issue is more advanced and requires more time to address, do they frequently and clearly send you updates?
- Can you see their case studies and testimonials to learn what other clients have to say about them?
- Are they experts in petroleum distribution accounting software?
Asking these questions from the beginning will save you a ton of time when vetting new accounting software vendors. Remember, you and your company should come first every single time.
If you’re looking for a new level of support and service, one that combines a strong onboarding process and skilled, in-depth accounting software training and a knowledgeable helpdesk, we hope you’ll consider us.
If you’re still unsure, do what you would if it were family, call us. We’ll help you figure it out.
Truly, we want you to have the information you need to make the best decision for your business and avoid putting up with anything less.