As that National Account Manager at 3CLogic (inbound and outbound contact center solution), I spend a lot of time trying to explain and convey the difference between 3CLogic and its competitors to potential clients. Clients will enviably be focused on features, pricing, and all the other bells and whistles that are essential when purchasing a software solution for their business. I love focusing on these easily explainable details and comparing and contrasting them with my perspective clients.
Just yesterday, I realized features, pricing, and fancy add-ons are secondary when it comes to choosing a vendor. The most important thing is customer support. 3CLogic’s newest vendor provides some pretty cool features to assist our sales team, but they leave the configuration and the explanation of their product to manuals, webinars, and videos. Unfortunately, this left members of our sales team lost and frustrated. Even after three webinars, four PDFs, and countless videos I wasn’t happy, and I wasn’t getting what I needed from the product.
I had to insist on getting my own project manager (PM) to help me configure the software so it met my exact needs. Having your own PM who knows you, your business, and your goals makes the world of difference. I got everything I wanted in just an hour and my customer experience was relaxing because the PM walked me through everything. If the vendor had assigned me a PM from the get go, I wouldn’t have had the issues with the product that I mentioned before. Next time, when 3CLogics chooses a vendor, my first question isn’t going to be about the features, price, or fancy add-ons; it’s going to be about their customer support and if I can have my own PM to help me.
This experience has changed how I evaluate vendors in the future, and how I present 3CLogic’s own software solution. Now, I can truly say support is the most important thing of all, and I have neglected emphasizing its value.
Derek Bakker, National Account Manager for 3CLogic