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Evaluating Customer Support and Training in Your Employee Voice Platform

Evaluating Customer Support and Training in Your Employee Voice Platform

Tired of chatbots that don’t have answers to complex or new problems? Of course you are. Would you rather talk to a human? We’re sure you would. 

Onboarding, training, and ongoing support are crucial factors when choosing an employee voice platform. It’s essential to have the help and support you need during implementation and beyond.

With that being said, let’s explore why customer support and training are vital for a seamless experience with your employee voice platform.

Smooth implementation

Choosing a platform provider with excellent customer support is key. Nobody wants to switch providers frequently, so finding one that makes the transition easy is important. You want a provider who will hold your hand and communicate through the process, in a timely manner.

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As well as human assistance, look for a provider that offers a range of resources that simplify the setup and configuration process. 

  • Clear documentation
  • Helpful guides
  • Step-by-step videos

With their guidance, you’ll have a smooth and stress-free implementation experience.

Training resources

Having a user-friendly platform is great, but it’s even better when accompanied by comprehensive training resources. No one wants to ring up their provider every time they’re stuck on the small things. 

Seek a platform that offers a variety of training options such as video tutorials, webinars, or online courses, customer communities, train the trainer workshops, all catering to different learning styles.

Training resources

These resources will empower your employees to quickly grasp the platform’s features and make the most of them. 

Having training materials available will aid in onboarding new employees, enabling them to understand and use the platform effectively in the same way as everyone else.

Responsive customer service

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When you encounter issues or have questions about the platform, prompt and helpful service is crucial. Look for a provider that offers responsive customer service channels such as email, live chat, or phone.

Friendly and reliable assistance ensures that any concerns or roadblocks can be addressed efficiently. It’s worth noting the location of the support team, as overseas assistance might lead to delays. Consider checking service level agreements (SLAs) to gather specifics on the provider’s performance, availability, and responsiveness targets.

Ongoing support

Implementing an employee voice platform is an ongoing journey, requiring continuous support. Choose a provider that is committed to improving the platform based on user feedback and providing regular updates. 

ongoing support

Top tip: As a little hint, check the dates that training guides or comments in customer forums were published to get a gauge for how regularly content is updated.

With their ongoing support, you’ll have a reliable partner to help you adapt and maximise the platform’s benefits as your organisation grows. 

Plan for the unplanned and look for support retainers that offer on-demand assistance when you need it the most. Having a single point of contact can strengthen the ongoing relationship and help you fully use the platform’s potential for your organisation.

But similarly, support provided in a consistent manner by various members of a support team can be just as good.

Customer communities

Customer communities foster connection, knowledge sharing, and meaningful engagement between businesses and customers. 

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Leveraging these communities enables companies to gain insights, drive innovation, enhance customer experiences, share practices on how to tackle certain organisational challenges, and build a loyal customer base. Consider a provider that offers a customer community to further enhance your experience and tap into the collective wisdom of fellow users.

Get the right support

Getting the right support

Having excellent customer assistance and training resources is akin to having a trusty safety net. It gives confidence, allows you to overcome challenges, and maximises the potential of your employee voice platform. 

Seek a provider that values your success and provides comprehensive support materials, friendly customer service, and a commitment to continuous improvement. With their assistance, you can confidently drive positive change within your organisation using your employee voice platform.

In this blog we looked at the types of support you should look for when considering investing in an employee voice platform, but support isn’t the only thing you should be considering before making a decision on the right platform for your organisation. Read our Buyers Guide to Employee Voice Platforms to see what else you should be considering before investing and for more tips around service expectations. 

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