This time we even achieve the highest score in user-friendliness. We’re flattered.
“We updated two applicant tracking software industry reports where we identify the top user-friendly and affordable ATS software products. Recruitee was one of few ATS software products to rank in multiple reports. Recruitee impressed us with their clean interface featuring clearly labeled widgets making tasks easier to complete. Their impressive 5-star ease of use and customer support ratings helped them rank high in both reports.” – Rachel Wille of Capterra, an applicant tracking systems reviews site
We’re thrilled to see those perfect five stars in any reviews of Recruitee. But five stars for both ease of use and customer service? It’s super rewarding.
We talked about why ATS solutions need to be easy to use and why it’s important for us. In short: We’ve come a long way since the early days of ATS. No more ill-designed interface with clunky buttons and way too many fields than necessary.
Today we’ll talk about customer service and why it’s every bit as important as the ease of use.
It really is.
Many ATS solutions treat customer service as an afterthought – “We just need it in case something goes wrong and users complain.” But from what we’ve seen, users reach out whenever they have something to say about the product. Casual remarks, on-point suggestions, feature requests – they all hit customer service first and foremost. Without a proper code of conduct, the service will tumble and the users’ confidence in the ATS solution will slide downhill.
Because of that, we came up with a set of five rules for customer service. It helped us reach for the (five) stars. Hope they will help you, too.
1 ★ Know your product inside out before answering.
Or at least know how to search for information. ATS solutions are not the simplest systems in the world. It might take a while before new customer service people know everything there is in a system.
What we did to reduce the onboarding time of new people is having a proper Knowledge Base or FAQ. With easy-to-follow help articles and a search function, it can cover about 80% of all incoming queries. Our customer service team can quickly find what users need and direct them there, while having ample time to tackle more difficult tickets.
2 ★ Know your users. Where are they on a scale of nontechnical to tech-savvy?
We have built an ATS solution that is simple enough for casual users and sophisticated enough for advanced users. And we have applied the same principle to customer service.
Clearing a browser’s cache can be a simple task for some people and a big hurdle for others. The customer service team should be able to detect users’ tech-savviness level and provide a different level of support. Sometimes that means going out of their way to google a relevant guide to help the less tech-savvy users.
3 ★ Show that you know your users.
One of the key metrics of a successful business is retention. No one does this better than the customer service team. From recalling previous chats to informing solved bugs reported by users, customer service strengthens the relationship between the users and the ATS solution. This is also a key factor in winning the hearts of longtime users. Everyone prefers purchasing from vendors who remember their name and preferences.
This is the hard truth only people building software know. Users have different expectations. Most treat software as hardware: if it doesn’t work, it’s a bad product. In such situations, customer service needs to stay calm and communicate the bugs properly.
Be clear. Don’t hide a bug or say that it’s something else. Acknowledge it and thank the users for finding it.
Be realistic. Don’t say the bug will be fixed in a few hours if you know it won’t happen. If there is no clear estimated time of arrival (ETA) from the product team, explain what you will do next to keep the users in the loop.
Be empathetic. Don’t state only facts that any chatbot can do. Show consideration and humor (if appropriate) when interacting with users.
5 ★ Know which information to get and how to tell the developers.
When users report a problem, our customer service would follow a three-step process:
Test ⟶ confirm ⟶ inform developers.
A problem will only pass the test phase if it can be reproduced. A problem will only pass the confirmation phase if customer service can get all the necessary data to help debug it. Only then are the developers involved and they just need to focus on fixing the problem.
This process is crucial for keeping everyone sane. A mess between users – customer service – developers would only drag the whole team in a long and painful agony.
Recruitee is a Software-as-a-Service (Saas) ATS solution. With the word “service” in our definition, we do our best to provide a world-class product AND world-class customer service. Together, they have helped us reach one of the highest spots in Capterra’s ATS industry report on user-friendliness. A million thanks and a trillion hugs to the lovely users who have accompanied us! We’ll keep striving for the best and make sure you will always love using Recruitee.