When a technical or functional issue pops up in enterprise software, sometimes the best solution is a human touch – an engineer that can tell you exactly what needs to be done to solve the issue, rather than troubleshooting the problem with a chatbot or online knowledge base.
Many service providers offer a support system reinforced by an AI-enhanced chatbot. The bot is typically designed to pull sources of knowledge from different databases as a response to a customer query. While this can be helpful for some issues, the more unique a problem is, the more unique a solution it needs.
According to Forrester research into customer service pitfalls, a customer can struggle to create an emotional bond with customer service teams if an organization focuses mainly on digital self-service in an attempt to cut operational costs. Third-party ERP support providers, like Rimini Street, have recognized the need for an alternative option to establish high trust and deliver fast technical issue resolution.
ERP service providers typically offer a support portal to clients – a database of technical knowledge and tips that, when scanned through, should hopefully provide the answer needed to fix a problem. Rimini Street decided a more dynamic response was needed and thus gathered hundreds of support engineers to act as problem solvers for customer tech queries.
While reverting from self-service systems back to human-led customer support may seem like a step back on the technology scale, an effective third-party support provider will focus on providing optimal service above all else. Relying on individual engineers to examine an issue, rather than forcing a customer to dig through a digital database, can work towards building trust and an ongoing relationship with the client.
Speed, above all else, is critical to enterprise software support. Downtime can be extremely costly. If the responsibility of solving an issue is in the hands of a potentially-overwhelmed client, the situation has the chance to be exacerbated. When a customer case is looked over by a human engineer, a plan of action can be offered within a few minutes.
“Enterprise software is complex and often highly customized. When something goes wrong, it’s unlikely that web searches, knowledge bases, chatbots or community forums are going to provide the precise solution needed,” explained Scott Hays, senior director, product marketing at Rimini Street.
“A client with an issue needs an experienced engineer who knows their system to personally assess each situation and create a tailored resolution. Rimini Street provides that human-first support experience around the clock and around the world.”
