” When it comes to the top three variables buyers consider when evaluating software , 84% emphasize solving a specific pain point important, 83% weigh deployment time/ease of use and 81% focus on features/functionality. These are all considerations where hearing from users can add valuable third-party validation.” – trustradius
What It Means to Win Their Hearts – The Service
We know – the love doesn’t just happen. In SaaS, clients need to feel valued – to be able to communicate feedback and know they are being heard. Creating that love comes when companies listen to client concerns and provide good service; they not only welcome client feedback, but they go so far as to build the necessary internal structure to respond effectively, especially when questions or problems arise. Humanizing the technology experience makes products better, service stronger, and ultimately creates strong affinity with clients.
“Strong customer service and continuing education – tailored to a client’s aspirations – delivers optimal app usage, facilitates best practices, disrupts antiquated process, advances careers and empowers meaningful, valuable change.” – Ian O’Neil, Founder and CEO, Electronic Tenant Solutions.
Clients Have a Say in MORE Ways Than One!
A proactive and holistic approach not only applies to the technology we develop, but also to the service we provide. With a dedicated Account Management team who is there from day one of deployment, to our committed Education and Training team who keeps existing clients informed and up-to-date on product updates, new features and best practices, to our support staff with anytime access to product resources, ETS understands what it means to be present and responsive to our clients’ needs.
Clients are Key to Knowing What’s Working – The Feedback
Everyone, regardless of what they’re doing can benefit from feedback — the ETS open-loop process, or feedback loop is especially important in the realm of learning software and technology solutions.
A full-service platform for clients is key not only to winning their hearts, but keeping them as well.
We make it easy for clients to give us input:
- Direct contact with their personal Account Manager
- 24/7 Support (Phone, Live Chat, Email)
- Access to Online Help Center with individualized Log-in
- Post ideas and comments via our Feedback Form (access via property portal)
