Why exceptional client care matters

“A helpful friend.” That’s our brand promise at Avanti. Simply put, we’re nice people. Avantians genuinely care about the success of our clients, and this feeling of goodwill is present in every interaction.

We design and develop HCM software that empowers organizations and their people to easily do their best work every day. And when you’re committed to making workdays better, exceptional client care had better be at the core of what you offer.

Being a Software as a Service (SaaS) provider means providing a product that professionals use to get their job done. For example, if they work in payroll, they run their payroll in-house from start to finish without outsourced assistance. But what happens when they run into a problem and need help? That’s where support comes in.

From the first day an organization signs on with a SaaS provider, the relationship between employees and client service teams begins. Support teams are designed to meet your post-sale needs. They take you from the implementation of your product to educating you on your product's features and functionality to troubleshooting issues or concerns you may have. When a company’s service is good, you feel valued and respected. When service is exceptional, your loyalty increases, your trust increases, and you tend to become an advocate for your provider (leaving great reviews, engaging on social media, etc.). In short, you feel less like a client and more like a partner.

When support transforms into care

At Avanti, the name of our support team is The Avanti Client Care Team. Why? In a nutshell, it’s because we’re proud of the customer care we provide. It’s a cornerstone of our business. Our Client Care Team builds relationships, solves problems, and delivers on promises. Whenever we hear a rave review from one of our clients, we recognize we have one of the best Client Care Teams on the planet. The proof is in our over 94% CSAT rating (customer satisfaction score). If you’re looking for a new provider that actually cares about your business, start your search by looking at how they support their clients.

How to choose a provider with exceptional client care

Look at reviews

When searching for an HCM solution, be sure to read client reviews. If you already have a list of potential HCM solutions, this will help you narrow down potential vendors. Client reviews can provide valuable insight into how people have experienced the vendor’s customer service. If you see numerous reviews with comments regarding poor customer service, you might want to move on.

You should also take a look at their Customer Satisfaction Score (CSAT), a customer loyalty metric used by companies to gauge how satisfied a customer is with a particular interaction or overall experience. If you’re looking for a high level of customer service you definitely want to look at companies that have a CSAT of 90% and above.

“Avanti’s customer service is amazing. Everyone helps with a smile. Never need to break my head on anything, because I can always call or email and get a quick response.”
– Bais Yaakov Elementary

Ask about response times

Even the best client care can be tainted by long wait times. That’s why it’s important for you to investigate what you can expect from a vendor when you need help. At Avanti, our response times are among some of the best in the industry and we pride ourselves on resolving issues as quickly and efficiently as we can. It all depends on the urgency and size/scope of the issue. At the very least, your vendor should provide you with a call or email to let you know the status of your service request.

Dig into their expertise

This is where you want to know who’s on the other end of the call. The baseline for good support is positivity, empathy, active listening skills, and extensive knowledge of the problems they’re helping you to solve. But what else? If you work in payroll or HR, you may want the person you’re speaking to have a background or certifications in the field. And while it isn’t always important in customer service, you may need to speak with someone who is familiar with the laws of the land.

“You want a provider where the client care team doesn't just show up to answer calls in a call centre, but actually has a passion for making people’s jobs easier through kindness and real-time problem-solving.”
– Marlo Hertling, Avanti Director of Client Care

Explore their communication channels

A service provider can have incredible expertise, fast response times, and great customer satisfaction scores, but if they aren’t accessible on the channels that are most important to you, it’s not going to be a great fit. For instance, you may want to verify that actual people answer phone calls, versus interacting with a chatbot. For simple-to-use software, a chatbot may do the trick, but for more complex needs being able to connect with a person is critical. Some issues require the immediate attention of a quick email or phone call, while more complex problems may be better suited to a troubleshooting Zoom call.

A helpful friend

At the end of the day, you want to feel empathy from your provider and trust their approach to solving problems is pragmatic, supportive, and dependable. Technology plays a vital role in the success of your business, so prioritize a provider that is always there to help and always in your corner.