Through our years of interacting with clients, we know how important it is to have a solid customer support system. Considering the complex nature of a policy management system, it is understandable that handling it may not always be fun and games. Therefore, when the system begins to have issues and you cannot seem to get it working correctly no matter what you try, it is vital that you have a strong support system to fall back on. Thus, it is very important to familiarize yourself with the support system a vendor offers before you decide to buy their offerings. You may find our support system fulfills your needs, or you may find another vendor is offering a better option.
Types of Customer Support Resources for Policy Management
This is by no means a comprehensive support list but today we will be covering FAQ, User Guides, Email, and Phone Support that we think are important when considering the support services offered by the vendor. As a PolicyMedical client, all the resources mentioned below are available to you. You may find that we offer a comprehensive pool of support services, or it may be that another vendor has better support offerings; we will let you decide.
As a basis for any software application most policy management software solutions will contain a FAQ (Frequently Asked Questions) related to their product which cover the basic outlines of the software solution that your organization has implemented. As with any software solution, FAQ guides may not cover your exact issue, however, they are a great tool for finding the starting path to your issue.
User guides are a great way to get a quick refresher on the policy management software solutions’ features. User guides are also a great way to get the answer to questions such as, “I wonder if this is possible.” The best user guides are those that not only contain a written guide but also have images and videos relating to the topic that you’re attempting to get answers for. At PolicyMedical we have 27 Step-by-step guides and 34 Videos containing hours of information to help guide our audience members in the right direction.
Email support is a great way to get in touch with support superheroes from your policy management software vendors. Here, at PolicyMedical, we received 584 support emails from clients over the Q2 2015. This broke down to 65.7% password issues, 9.5% bugs and issues, 17.7% knowledge and 7.1% feature requests and enhancements. 75% of those tickets were resolved with the first interaction by a PolicyManager support agent with 99% of those tickets inside our SLA. Even though email may not be the quickest way to get answers regarding your support issues, it is still a great way to be able to get a personalized response to your needs. As an occasional support agent for PolicyManager, it is imperative that your emails are clear and concise, there is nothing worse than trying to answer a support ticket that only contains vague irrelevant information.
Phone support is a great support tool for those who are lucky enough for their software vendor to offer. Being able to talk out your problems and getting a live response back is a great way to get your serious issues resolved quickly. However, there are some issues with phone support. For instance, people calling in with simple FAQ style questions tying up the support lines for those who have more serious or time sensitive issues. Phone support should be used sparingly and as a last resort to email support after you’ve gone through the FAQ and User Guides. That said, it is a very powerful tool as many companies do not offer phone support, outsource to a different country, or have many menu options before you can even speak with someone on the phone.
Our Customer Support Services for Policy Management
In conclusion, there are many great support avenues that audience members of policy management software solutions can take to get the help you need. If you’re currently in the market for a policy management software solution I would be personally worried if support documentation cannot be easily found and reviewed prior to you purchasing the product. At PolicyMedical, we continuously strive to improve our customers’ experience by offering excellent customer service. However, we by no means deny that other vendors might be offering services that best cater to your needs. Regardless, we will be more than happy to assist you in deciding what offerings best suit your needs. Please, do not hesitate to contact us. Alternatively, you can book a demo to experience our PolicyManager in live action.