The thought of implementing new software into a business’ operating procedures sends chills up the backs of many an owner and operator. There’s the costs involved in purchasing the software, the installation, the ongoing maintenance and upgrades, and, perhaps most importantly, the training necessary for owners and their staff members to become familiar with the product and use it to its fullest potential. This is no easy task, but it’s certainly an important one, especially if the software will manage critical functions such as appointment-scheduling or accounting.

We all remember the days when most software purchases took place at the local computer or electronics store. They came with an installation CD (or, going even further back, a floppy disk), an instructions manual, and customer support phone numbers. You then were basically on your own, unless you were fortunate enough to get through to customer support during their limited business hours. Although this scenario may be fine for a word processing application or graphic design software, it had the potential for serious implications when it involved more pressing and important business tasks.

Fortunately, Software as a Service (SaaS) applications and the cloud technology behind them has made it much easier to incorporate cutting edge programs into small business operations. For the most part, it’s eliminated the need to download and install software, as these Web-based services are accessible in the same manner as any other Web site. But as with most services, no two providers are the same, whether it’s the available functionality or the level of customer service.

CHECK LEVEL OF CUSTOMER SERVICE BEFORE CHOOSING

Customer support is one SaaS component that business owners and staff don’t want to hastily examine, even if the service offers all of the features your business needs. Just like the aforementioned “boxed” software sold at retail outlets, sufficient customer service is not a given with every SaaS provider, which is why it’s so important to carefully read what the provider offers in terms of support.

Right off the bat, businesses should see if the provider offers some type of set-up assistance. Some applications may be more advanced than others, and you could quickly get off to a bad start with the new software if you don’t receive the necessary guidance on its settings, capabilities and functionality. Having someone guide you through the set-up process and inform you on what the system can and can’t do will reduce the time it takes to have the system up and running and properly functioning. It also makes you and your staff feel comfortable using it.

For some applications, a limited amount of customer support may suffice; a business can wait a number of days or a week without any interruption to its operations. Others, however, may require an immediate resolution.

Take, for example, customer appointments and reservations. For those businesses that depend on them, the inability to accept and properly manage these can have a significant negative impact on its processes. Imagine not having the ability to let customers self-schedule online, when this is the primary way your business accepts appointments or reservations. Get ready to answer a lot of phone calls or, worse yet, lose business over frustrated customers. That is, unless, your SaaS provider offers immediate support and quickly begins to resolve your issue.

Whether problems occur because of user error or lack of knowledge, or from a glitch in the system itself, being able to speak to a customer support specialist or sending an e-mail that will be read and responded to quickly is priceless. Many SaaS providers recognize the importance of being attentive to their customers’ needs and have implemented customer support departments within their operations. Some even offer different levels of support that range from basic to advanced, depending on the one selected.

System functionality is certainly an important consideration when choosing a SaaS provider, but it’s not the only one. Reliable customer support can be just as valuable. Make sure it’s on your list of requirements when selecting a SaaS application.