Talent Management Software: What Great Customer Service Looks Like

By Beth Kempton,
June 19, 2017

Selecting the right talent management software enables you to hire your best team and manage the entire employee lifecycle, ultimately helping your business run more efficiently. And one of the key considerations to look for when comparing talent management software options is top-notch customer service.

An effective customer service or customer success team can provide the tools you need from the beginning – and ensure you continue to make the most out of the platform. We’ve outlined several key criteria to look for in talent management software customer service.

Effective Training

Once you select a talent management provider, the customer success team should walk you through training and implementation. During training, you can work with customer success to walk through the platform in detail, establish goals and resolve any questions you may have. Training will also give you the opportunity to complete mock tasks, such as job postings or payroll runs. For example, if your talent management software includes payroll, customer service can complete a full payroll run with your HR team and anyone else who might be involved in administering payroll to ensure you have what you need before making the official switch.

Helpful Resources

Look for talent management software that provides relevant resources and templates, so you don’t have to start from scratch with each step of the hiring and employee lifecycle management process. For example, Hireology outlines a proven, easy-to-follow hiring process and provides recommended job descriptions, interview questions and scoring guides – but gives you the flexibility to customize each resource to your specific business needs.

Dedicated Team

The right customer service team can help you get the most out of your talent management solution. When evaluating your talent management software – and comparing and contrasting others – the customer service and support model should be a top consideration. If the only customer service offered is a “Contact Us” page or call center number on the website, this should be a red flag. Instead, look for talent management software that offers a dedicated customer service team. This team will have a complete understanding of your account and business needs, making them better equipped to answer any questions you have – and help you get the most value out of your talent management software.

Compliance Knowledge

Tracking state-to-state hiring and employment-related compliance can be a full job in itself. An effective talent management solution takes the compliance responsibility out of your hands, by staying up to date on any tax, wage, employment verification, equal employment opportunity, and other compliance regulations – and ensuring your business stays compliant. In the long run, this will save your business time while avoiding costly compliance-related fines and lawsuits.

Ongoing Support

Customer support shouldn’t only be a resource when you run into a problem with your talent management software. Instead, a customer support team should provide ongoing support to help you get the most out of the talent management platform. Whether you aren’t taking advantage of all the features the platform has to offer or a new feature has been released, you can work closely with your dedicated customer success team to ensure you’re getting the best return on investment.

Interested in learning how Hireology’s award-winning talent management software customer service can help your business? Schedule a demo today.

About the Author

Beth is the content strategist on Hireology’s marketing team, responsible for creating compelling blog posts, eBooks, marketing materials and other content. Her background includes five years of experience at a B2B digital marketing agency, where she crafted content for a variety of clients, including several in the HR technology space. Before beginning her career, Beth attended Loyola University Chicago, where she studied advertising and public relations.

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