socialmedian: Does Free Technical Support Make ATS Software Better?

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Does Free Technical Support Make ATS Software Better?

Source: Everyone's Blog Posts - RecruitingBlogs.com

Nov 06, 2009

Summary

by Steve Hazelton, Head of Products, Newton Software

“Please contact support.” Makes you cringe, doesn’t it? At Newton we encourage people to contact support—by email or phone. No, I’m not kidding.

We call it “Support Driven Design”. I’ll explain this concept in just a bit, but first I’d like to give you some background on how we came to believe that free technical support results in better recruiting software: it makes it easier to use, faster to deploy, and paradoxically, makes supporting your customers cost less (which in our case means we can sell our applicant tracking software for less money).

In the beginning providing free technical support, like we do at Newton, appeared to be purely a business decision: giving away support makes the buying decision easier for people. We also didn’t have the time to build a big FAQ on our site, so we were pretty much required to do this personally anyway. On top of this, we also don’t like paying for support, or reading online help, and felt that we shouldn’t make our clients do something we don’t like to do. Today we t ...Read the full article

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