Good support is crucial with ERP software. Users want to be helped quickly on their way when they encounter a problem or have a question about the software. An expert service desk that is easily accessible by phone and e-mail is of course a must. But at least as important is self-service: enabling the customer to get himself back on track without personal contact with one of your employees. Quickly and easily.
Self-service increases customer satisfaction
Self-service is often seen as impersonal and just a way to cut costs. But if properly integrated into the overall support strategy, it is actually an excellent tool for improving the customer experience. Research shows that 75% of customers find self-service a pleasant way to report problems/questions and that 67% even prefer self-service to personal contact with an employee. And why? It's fast, approachable and accessible 24/7.
Self-service with ERP software
Sending a manual is not the right way to enable self-service for users of ERP software. A better choice is to deploy a support portal or customer portal with answers to frequently asked questions (FAQs), the latest manuals and information or news and updates. But even more effective is a support function that is fully integrated into the ERP system. Examples include:
- F1 help function (think Microsoft Office): click F1 for direct support and explanations related to the module or table where you are moving as a user.
- YouTube instructional videos: these can be integrated into the F1 help function
- Tooltips: informative text that appears as soon as you hover the cursor over an item or field
Satisfied end user
What matters is providing optimal support to the end user of the system. Self-service makes it easier for the customer to get the most out of the software.
Curious about my complete vision of self-service in ERP software and what the possibilities are now and in the future? Send me a message and I'll get back to you.
Tamara de Jong is Product Development Coordinator at Dysel and monitors the product development process from idea to end result.
