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ERP Recruitment

How do you ensure that any challenges faced can be addressed promptly and efficiently? 

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It is crucial to have a comprehensive understanding of their customer support, you are going to need it. Provides you with an idea of the quality and responsiveness of the company's customer support mechanism but also their commitment to ensuring customer success and satisfaction. 

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  • Support Coverage: What are your customer support hours? Are they 24/7? 

  • Communication Channels: Which channels can customers use to reach support (e.g., email, phone, live chat, social media)? 

  • First Response Time: What is the typical first response time for support inquiries? 

  • Resolution Time: On average, how long does it take to resolve a customer issue or inquiry? 

  • Support Tiers: Do you offer various levels or tiers of support? What differentiates each tier? 

  • Dedicated Representatives: Is there an option for a dedicated support representative or account manager? 

  • Training: Do you provide training or tutorials to help customers use your product/service more effectively? 

  • Multilingual Support: Is support available in multiple languages? 

  • Knowledge Base: Do you offer a self-service knowledge base or FAQ section for customers? 

  • Community Forums: Are there community forums where customers can help each other and share solutions? 

  • Escalation Process: If a customer's issue is not resolved satisfactorily at the first level, how is it escalated? 

  • Feedback Mechanism: How do you gather feedback from customers about the support they receive? 

  • Issue Tracking: Do you have a ticketing system to track and manage customer issues? 

  • Support Analytics: How do you measure and track customer support performance metrics? 

  • SLAs: Are there any Service Level Agreements (SLAs) in place for support response and resolution times? 

  • Customized Support: Do you offer support packages customized to specific business needs? 

  • Maintenance and Downtime: How do you notify customers about planned maintenance or potential downtime? 

  • Onboarding Support: What support is available to new customers as they get acquainted with your product/service? 

  • Continuous Training: Do you offer ongoing training or webinars on product updates and new features? 

  • Emergency Support: How does your support team handle emergency or high-priority situations? 

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