1) Live attendant.
Make sure someone is answering the phone. When I say someone, what I mean is a LIVE human being. How aggravating is it to you when you call a business in need of help quickly and you have to go through an automated phone system? So why settle? Take the time, before making a commitment, to place phone calls to the potential vendor at various times throughout the day, to observe phone etiquette. It's a simple pre-requisite, but will definitely save you time and aggravation.
2) Resolution rate.
First call resolution rate or the percentage of total incoming volume of payroll software support calls without any escalation or call back is extremely important. A 90% or greater same day resolution rate for client support calls is a good indicator of an excellent payroll software customer support team. What's the first call resolution rate for the payroll software company you're using or may be considering using?
3) Helpful personnel.
When you call and need assistance, is the staff helpful? How do they answer the phone? Are they cordial? Are they considerate? Is the staff attentive? Do the customer service representatives listen when you speak? If so, then do they offer appropriate responses, such as suggesting how to resolve your challenge? Does the company put your needs first? If not, I would highly recommend choosing or changing to a company that does.
4) Knowledgeable staff.
Be sure the staff of the payroll software company is well trained. Make sure policies and procedures are in place so that when you call customer service representatives aren't wasting your time placing you on hold while decisions are made. If an exception to the rule needs to be made, is the staff capable of making that decision or will you have to wait to speak to someone else?
5) Follow through.
Does the staff do what they say? If they promise to get back to you by the end of business, do they? Even if they do not have the information that you want to hear, it's imperative that they follow through with their promise. Seems like common sense, but it amazes me at the number of people that don't do what they promise. And what's even more surprising is the number of people that stand for it. The bottom line is to make sure you partner with a payroll software company that under promises and over delivers.