How the Softdocs Support Team Champions and Tracks Performance

With a 98% satisfaction rate, customers love the technical support from Softdocs.

That’s because the Softdocs support team goes above and beyond for every organization. They aim for aggressive response times and high satisfaction rates and work to improve them year over year. Support KPIs are our method for ensuring customers' cloud document management systems run smoothly and issues are resolved correctly.

Typical Support Problems with Document Management Vendors

Some vendors don’t prioritize customer support. Whether by cost-cutting, offshoring, or over-eager adoption of technological barriers like chat agents and phone trees to dissuade human-to-human connections, they create support issues that are all too familiar:

• A lack of domain expertise prevents solution-thinking to fix a problem for education or government. Vendors that serve all industries try to apply generic fixes to the unique use cases of the public sector.
• AI chatbots can struggle to understand context, delaying resolution. Their failure to grasp education- or government-specific scenarios can waste your time answering ill-informed questions. Or they simply reply with pre-programmed links to unhelpful knowledgebase articles.
• Inexperienced support engineers on teams with high turnover often lack a comprehensive understanding of the product. When vendors don’t prioritize support, staff leave. And you, the customer, have to deal with someone different every time you submit a support ticket.
• Daily or weekly quotas reward fast results at the expense of quality. Speed is important, but it's not as important as a precise, correct, helpful answer.
• No support outside of office hours does not help customers operating within unusual times or during heavy work periods. Teams only working 9 to 5 are either unable or unwilling to address mission-critical issues that can rise up at any time.
• Quick band-aid fixes don't solve the root issue. The same problems recurring. Temporary fixes are just that: temporary.

Why Softdocs Technical Support is the Industry's Best

Softdocs is committed to providing the best possible customer support. Over and over again, the quality of our support is cited as the best.

Our dedicated, U.S.-based product support team has refined best practices and processes to resolve problems with maximum speed and effectiveness. For example, the team trains hands-on every week. They use a thoughtful, tiered triage approach to ensure every case reaches the right expert immediately.

Softdocs support, service, and developmental engineers offer:

• Rapid, responsive, and personable support with frequent touchpoints

  A dedicated support representative is assigned to each case, stays with it until it’s resolved, and provides regular progress updates.

• Practical solutions driven by deep expertise in education and government processes

  This helps organizations across the public sector create new workflows and design and implement forms that are highly effective and easy to use.

• Collaborative processes that combine skill sets and knowledge on a case-by-case basis

  Support technicians collaborate to address issues and devise solutions that yield a lasting solution.

• Access to decades of combined document management experience

  This in-depth industry knowledge enables schools to capture, process, and aggregate student information effectively. It also helps ensure tight integrations with the SIS and other student-related systems and business office applications.

• Up-to-date knowledge on security and compliance

  Continual education from the team helps clients stay up-to-date with the latest regulatory changes and maintain the security of student and staff data.

Speed + Expertise + Human Touch = Successful Support Outcomes

For the Softdocs support team, “good enough” is unacceptable. They strive to achieve a 100% customer satisfaction rating and have reached 98%.

A customer typically receives an initial response in just 33 minutes, and 40% of cases are solved in the first 24 hours. The chart below shows a continual commitment to improving timeliness, first touch response, and case resolution.

Softdocs Support KPIs

Customer Examples of Next-Level Softdocs Support

Softdocs support goes above and beyond. For example, one college wanted to change its document tree for 8.6 million pages of student records. Two engineers volunteered to work 14 straight nights over Christmas break. When students returned to school, their records were reorganized and more accessible.

When the COVID-19 pandemic impacted Rockingham Community College, the institution utilized funds from the CARES Act to expand its Softdocs document management, workflow, and eForms solution. The Softdocs support team helped Rockingham roll out an additional 58 eForms in student records, financial aid, and HR.

With Softdocs’ support, colleges have a trusted partner to resolve issues, deploy new features, and address challenges. This enhances staff productivity, improves efficiency, and enables students to achieve their goals.