We live in a world defined by rapid technological advancement—the Digital Age. Technology is pervasive; it surrounds us, and its impact is felt in every corner of our lives. This trend has only accelerated in the wake of the COVID-19 pandemic, as organizations and individuals alike have leaned more heavily on technology to maintain connectivity, productivity, and a sense of normalcy. Nowhere is this more evident than in the professional world and the employment marketplace . . . especially when it comes to ATS providers.
The shift towards remote work, virtual meetings, and digital tools has transformed the way we interact and collaborate. Companies have increasingly sought to leverage technology to automate tasks, streamline processes, and, in some cases, replace human labor. But does this mean that humans are becoming obsolete in this new, digital-driven landscape? Absolutely not. In fact, human interaction remains critical, especially in areas where empathy, nuance, and contextual understanding are vital—such as customer support.
Nowhere is this need more pronounced than in the customer support realm, particularly when it comes to HR recruiting software. Think about it: when you need to call customer support, regardless of the reason, wouldn’t you prefer to speak with a real person rather than navigate an automated system? Most of us would, and for good reason. Human agents offer empathy, nuanced understanding, and personalized service that automated systems simply cannot replicate.
It’s an ironic reality: while technology aims to simplify our lives, it often highlights the irreplaceable value of human interaction. This truth is especially relevant in the context of Human Resources (HR) and recruitment, where the ability to connect with people, solve problems quickly, and provide personalized support is critical.
In this article from Top Echelon Recruiting Software, we will address why the best ATS providers put the “human” in HR recruiting software.
The Human Element in ATS Providers: Why It Still Matters
HR departments today are heavily reliant on technology to manage the complexities of recruitment and employee management. Tools such as Human Resources Information Systems (HRIS), payroll systems, and applicant tracking systems (ATS) are essential for streamlining workflows and improving efficiency. These systems automate many routine tasks, allowing HR professionals to focus on more strategic aspects of their roles. However, no software is perfect, and issues inevitably arise that require human intervention.
This is where customer support becomes a critical factor. Effective customer support ensures that users can fully leverage their software, minimizes downtime, and enhances overall satisfaction with the product. When evaluating HR recruiting software, it’s crucial to prioritize customer support to ensure that you have the help you need when you need it. Here are six strategies to help you select a software provider that offers excellent customer service and support.
Six Strategies for Ensuring Excellent Customer Support from ATS Providers
1. Research What Existing Customers Are Saying
One of the most effective ways to assess the quality of customer support provided by an HR recruiting software vendor is to listen to the experiences of existing customers. Start by reading customer reviews and testimonials on reputable sites such as Software Advice, Capterra, and G2 Crowd. These platforms offer a wealth of feedback from users, providing valuable insights into the strengths and weaknesses of various software options.
When reviewing customer feedback, pay particular attention to comments related to customer support. Are users generally satisfied with the level of service they receive, or do they frequently report issues with responsiveness, availability, or the quality of assistance? Look for patterns in the feedback—consistent praise or criticism can be a strong indicator of what you can expect.
You can also ask the software provider for references. Speaking directly with current customers allows you to gain an unfiltered perspective on their experiences. Ask questions about response times, the helpfulness of support staff, and the overall satisfaction with the customer service provided. These conversations can provide critical insights that help you make an informed decision.
2. Understand the Scope and Nature of the Support Offered
Not all customer support is created equal. It’s essential to understand the type and level of support a software provider offers before making a decision. Read the fine print in the service agreement or contract to ensure you fully understand what is included.
Does the provider offer 24/7 support, or are there specific hours during which assistance is available? Is support accessible through multiple channels such as phone, email, and live chat, or are you limited to one or two methods? Knowing these details is crucial because it determines how quickly and easily you can get help when you need it.
For example, if your organization operates across multiple time zones or requires round-the-clock access to support, limited availability may not be sufficient. Similarly, if your team prefers live chat over phone calls, ensure that the provider offers this option. Clarify these details upfront to avoid any unpleasant surprises later.
3. Test the Software—and the Support—Before Committing
Before committing to a specific HR recruiting software, take advantage of any free trials or demo periods offered by the provider. This trial period is an excellent opportunity to not only test the software’s features and functionality but also evaluate the quality of customer support.
During the trial, proactively reach out to the customer support team with any questions or issues that arise. Pay attention to response times, the helpfulness of the representatives, and their ability to resolve your problems effectively. Do they provide clear and comprehensive answers, or do they leave you more confused? Are they patient and courteous, or do they seem rushed and uninterested?
Testing the support team in a real-world context gives you a more accurate sense of what to expect once you’ve made a long-term commitment to the software. It’s far better to uncover any potential problems now than after you’ve invested significant time and money.
4. Clarify Who Will Be Providing Support
Not all customer support teams are equally equipped to handle complex issues, especially when it comes to specialized software like HR recruiting platforms. Some ATS providers outsource their customer support to call centers that may lack specific knowledge of the HR and recruitment industry. Others employ dedicated support teams comprised of professionals with relevant industry experience.
To ensure you receive the best possible support, ask questions about the qualifications and expertise of the support staff. Are they generalists who handle a wide range of software inquiries, or are they specialists who understand the unique challenges of HR and recruitment? Knowing who will be on the other end of the line can make a significant difference in how quickly and effectively your issues are resolved.
Don’t be afraid to ask about credentials, training, and experience. While it may feel like you’re prying, this due diligence is essential for ensuring that you receive the level of support you need to maximize the value of your software investment.
5. Understand the Cost of Support and Training
Customer support is a crucial component of any software solution, but it’s important to understand the costs involved. Some ATS providers include customer support in the base price, offering unlimited assistance as part of the package. Others charge extra for support services, with different pricing tiers depending on the level of service required.
Additionally, consider the cost of training. Effective training is essential for ensuring that your team can use the software to its full potential, but not all ATS providers include this in the base price. Be sure to ask whether training is included, how it will be delivered (e.g., on-site, online, or through self-guided tutorials), and what additional costs may be involved.
Understanding the full cost of support and training will help you avoid unexpected expenses and ensure that you’re getting the best value for your investment.
6. Evaluate the Role of Support During the Implementation Stage
The implementation stage is one of the most critical phases when adopting new HR recruiting software. A smooth implementation is essential for minimizing downtime, maintaining productivity, and ensuring that your team quickly becomes proficient with the new system.
To achieve a successful implementation, it’s important to understand the role that customer support will play during this stage. Will the provider offer a dedicated implementation team to guide you through the process, or will you rely on the general support team? Is there a clear plan for onboarding and training your team, or will you need to figure it out on your own?
Clarifying these details will help you avoid common pitfalls and ensure a smooth transition to your new software.
Top Echelon Software: Delivering Exceptional Support for HR Recruiting Success
Choosing the right HR recruiting software is about more than just features and functionality—it’s about finding a provider that offers the support you need to achieve your goals. Top Echelon Software is a comprehensive solution designed to help HR teams streamline their recruiting and hiring processes while providing unparalleled customer service and support.
Top Echelon Software combines advanced functionality with a user-friendly interface, making it easy for HR professionals to manage candidate data, track applicants, and collaborate with team members. But what truly sets Top Echelon apart is its commitment to customer support. With a dedicated team of HR and recruiting experts, Top Echelon ensures that you receive the assistance you need when you need it—whether it’s through phone, email, or live chat.
By choosing Top Echelon Software, you’re not just investing in a powerful HR tool; you’re gaining a partner dedicated to your success. With a robust support team, comprehensive training options, and a commitment to customer satisfaction, Top Echelon helps you navigate the complexities of HR recruiting with confidence and ease.
In the Digital Age, technology is an invaluable tool that can streamline processes, improve efficiency, and enhance productivity. However, it cannot replace the need for human support—especially when it comes to complex tasks like HR recruiting. By choosing a software provider that offers excellent customer service and support, you can ensure that your team has the tools and assistance it needs to succeed.
To learn more about how Top Echelon Software can help your organization find and hire the best talent while delivering top-notch customer support, contact us today for a free demo. Discover how Top Echelon Software can streamline your recruiting and hiring processes, keeping you focused on what matters most: building a high-performing team.