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.<\/p>\n\n\n\n
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<\/a> 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.<\/p>\n\n\n\n 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:<\/p>\n\n\n\n - 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. 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.<\/p>\n\n\n\nSelf-service with ERP software<\/h3>\n\n\n\n
- 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<\/p>\n\n\n\nSatisfied end user<\/h3>\n\n\n\n