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ATS Solutions: What makes or breaks a good product

October 25, 2017

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ATS Solutions: What makes or breaks a good product

4 min read

This is the second year in a row Recruitee is benchmarked as one of the most user-friendly applicant tracking systems (ATS). This time we also achieved the highest score in user-friendliness. We’re thrilled to see that our hard work paid off.

“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

A while back 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 poorly designed interfaces with clunky buttons and way too many fields. No more confused users.

Today we’ll talk about customer service and why it’s every bit as important as the ease of use and beautiful interface.

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.

1. Know your product inside out before answering.

ATS solutions are not the most simple systems. It might take a while before new customer service representatives know everything there is in a system.

What we did to reduce the onboarding time of new customer service reps 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 queries.

Knowledge Base - Recruitee recruitment software
Photo: Recruitee’s Knowledge Base.

2. Find out how tech-savvy the user is.

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 find out a users’ tech level and provide a different level of support. Sometimes that means committing 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 long-term users. Everyone prefers purchasing from vendors who remember their name and preferences.

4. Software always has bugs, know how to tell users about them.

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, and inform our 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 so that they just need to focus on fixing the problem.

This process is crucial for keeping everyone sane. A mess between users, customer service, and 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. We’ll keep striving for the best and make sure you will always love using Recruitee.

Hagi is an experienced content professional with a passion for Recruitment and HR Tech. She has written about everything from talent sourcing tips to data security guidelines.
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