This content was provided by EZFacility. What is sponsored content?
For most businesses that employ a comprehensive facility management software solution, it’s impossible to imagine day-to-day operations without it. And these days, it’s almost impossible to imagine a wellness business that doesn’t use a software solution.
Facility management software allows for the optimization of resources; the streamlining of daily tasks; the automation of payments, reports, and communication; and the maintenance of member profiles and marketing efforts — among countless other benefits — to a degree that simply can’t be achieved without software. Yet, what good is any of that if the program you’re using fails in the customer service and support department?
Even if you’ve got the absolute best-performing software solution imaginable, if that solution doesn’t provide a top-quality customer service department for training, support, and troubleshooting-or lacks a high customer support satisfaction rate—then it’s ultimately not worth much.
This is the case in all industries, but it’s especially key in the fitness industry, where software solutions are integral to all aspects of a business. The customer service you provide depends on how well your software is running. If there’s a glitch, or if you just have a simple question, you have to know that troubleshooting is available immediately and efficiently.
How do you judge the quality of a software program’s customer service? First, check out the product’s website. The support center should be prominent and available with a single click, and it should quickly and clearly explain how to reach a customer service representative. Ideally, it offers both a phone number to call and an online form you can submit.
If you fill out an online form, you should receive an answer promptly. Both online and phone responses should be polite, friendly helpful, and the representative you’re dealing with should bend over backwards to make sure your questions are answered, your needs are fulfilled, and that you’re walking away a satisfied customer.
If you’re reaching out to support by phone, your wait time shouldn’t be longer than a few minutes either. If any of these elements are not in place — you can’t find the support page easily on the website, there’s no
phone number to call, the wait time on the phone runs too long, you submit an online request and do not hear back within 24 hours — you might be using the wrong software with a low customer support satisfaction rate.
In addition, your software support team should offer training. There should be online courses that quickly, clearly, and effectively show you, the end user, how to optimize the product, and there should be opportunities for personalized training support. Again, if the product you use does not offer these customer service basics, you’re probably using the wrong one. After all, what good does your software do you if you don’t properly understand how to use it?
Ultimately, the facility management software solution you purchase should be backed by a company that employs an easily reachable team of dedicated, knowledgeable professionals who genuinely care about your business. If it’s lacking in that department, you would do well to seek out a software package that fulfills that most basic of business needs: help and support.
Key takeaways of good customer support within facility management software:
- A high customer support satisfaction rate
- Reachable and communicative phone support that responds under 90 seconds
- An ongoing and dedicated team that is professional and prompt in their performance
- One-on-one training available
- Offer an online support center containing easily accessibly guides and instructional videos
If you are interested in facility management software that satisfies all the above requirements, EZFacility could be your best solution. To learn more about EZFacility and its popular features like Member Self-Service and our Complimentary Mobile App, visit our website. For great insight on the fitness industry, check out our blog resource center, or visit our Facebook Page.