Checklist for Evaluating Software Provider's Technical Support/Customer Service
Checklist for Evaluating Software Provider's Technical Support/Customer Service
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(1) Check the software provider's website for customer service and technical support contact information.
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(2) Call the customer service and technical support number and ask a few questions about the software.
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(3) Determine the hours of operation for customer service and technical support.
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(4) Check to see if the software provider offers online customer service and technical support.
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(5) Test the software provider's customer service and technical support response times.
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(6) Check to see if the software provider offers live chat customer service and technical support.
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(7) Check to see if the software provider offers email customer service and technical support.
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(8) Check to see if the software provider offers social media customer service and technical support.
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(9) Check to see if the software provider offers Self-Service Support (i.e. FAQs, Knowledge Base, etc.)
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(10) Evaluate the overall customer service and technical support experience.