Deciding you want to switch your sports club admin to a piece of software can go one of two ways:
Totally disastrous, or a like a nice, gentle jog around your local Parkrun on a Saturday Summer’s morning.
We strongly believe that which way this goes largely depends on the level of support you receive from the software provider. There are mixed expectations when it comes to Support for organisations similar to ourselves. We’re letting you know what we think you should be looking for in a good Support Team and how they should be helping you along the way.
When you’re getting on board with a new piece of software, there are going to be questions that you need to ask. You should feel like you’re welcome to ask questions at any point, whether it be via email or you calling them up.
2. A good response time
Most Support Teams turn your support request around in 24-48 hours or as soon as they possibly can. However, it’s not uncommon to be waiting longer than this if the club management software you use don’t monitor their Support tickets frequently. A good time to test this is in the free trial of a piece of software. Or even contacting them before your free trial with some questions.
3. Openness and honesty
This is an important one. We’ve done a lot of research around hidden fees of other pieces of software. During this research, we found it very difficult to get the support/sales teams to openly admit what their fees were. We still don’t know what some of them are, months after trying.
It’s also important they don’t oversell their software. This is so you don't head into using a system that doesn’t do much of what you expected it to. So, do your research first.
4. Not being ‘pushy’
There are a lot of skilled sales people out there that also work for Support Teams. If you feel like you’re being talked into something you’d rather not be, remember you’re in control.
5. Helping with club setup
Many providers offer a club setup as part of the service for free, or they may charge for it. Some organisations like ourselves totally understand that you’re super busy. We don’t want to take any more money from you than we need, to continue running our service. That’s why we do it totally free of charge and can usually get everything set up for you within a day or two.
6. Going above and beyond
Support teams have quite a big responsibility if you think about it. It’s them you’ll be speaking to most, so they will be the ones directly upholding their organisation’s reputation. It’s their job to help you overcome any barriers you’re having using the software. And if you can’t do something, help you find ‘work arounds’ to put in place.
7. Keeping you updated
If you have an open ticket, a good Support Team should keep in touch during the period they’re trying to get your particular case resolved. You should always feel in the loop.
8. Staying professional
During the initial setup days, you probably won’t be a stranger to the Support Team. Organisations are used to support calls being higher at the start due to learning a new piece of software. Even though you’re speaking frequently, it’s important they stay always professional.
9. Turning negative experiences into positive ones
It’s inevitable, with any piece of software there will be hiccups. Whether it be bugs or design issues, no software is ever perfect. Look how many times a month Apple update their iOS – software is always a work in progress.
The key is in how their Support team deal with the problem. If you’re having trouble with a feature that isn’t working as it should be, a good Support team should see you through the entire process. Apologising for inconvenience, liaising with their development team and eventually getting back to you when it’s resolved. They should be informative and have a good level of communication.
You should leave an initially frustrating problem, happy with it being resolved due to the level of attention and helpfulness provided by the team.
We pride ourselves on the level of support we are able to provide our users. If you have any questions, or anything at all we can help with, please don’t hesitate to get in touch. Or sign up for a free trial today to see what all the fuss is about.