Changing B2B Support Software Part 3: Making the Switch and Managing the Process

The final part in our three-part series on changing support software is all about the tactical aspects. In Part 1 and Part 2, we discussed how to identify if your company needs to switch and how to choose the right solution if you do. Now, it’s time to get into actually making the switch happen so you can enable a support team with happy agents that serve happy customers--complete with rainbows and unicorns! Here are five key points to consider when making the switch and managing the process for properly utilizing your new support solution:

1) Understand the full scope of switching to your new solution. You just signed on the dotted line to start working with a new support software company. It’s an exciting day! After you’re done celebrating, take time to understand the full scope of the switch. Outline all the steps involved—from technical to training—and create a timeline for each task.

2) Line up the personnel resources to make the change. Once you have your timeline in place, it’s time to get the right colleagues and vendors prepared for their part in the switch. Take a moment to meet with everyone involved that will assist you and explain their role in the switch. If you can’t find the right technical or customer support integration help, consider leveraging a contractor or a specialist that works for your new support software solution. Neglecting even one person in the process can throw off your entire timeline.

3) Organize existing assets and get them ready for the move. Most companies have existing information they want to migrate over from their legacy support software. Examples include self-service content, customer attachments, and historical tickets. After all, you want your support software to be the hub your team works out of, so it needs to be the home for all the information they need. This is also a great time to review and refresh content, such as self-service articles and placing priority on content that is frequently used and referenced by agents.

4) Work with an onboarding specialist from your new provider. Once everything is ready, from the self-service content to the integrations, it’s time to actually make the switch! The best support software companies will provide you with an onboarding specialist who will lead the charge in making the transition to their software. This can take an hour or a day depending on the scope and personnel needed, but usually it’s a smooth process.

5) Get training and establish a new vendor relationship. The switch itself may be over, but there are several additional steps that need to occur to ensure success with your new software. The first is professional training, sometimes onsite, by an onboarding or product specialist who will then hand your account off to a customer success manager. This person will be your long-term contact for any questions or issues that arise. They should check in frequently, especially in the initial weeks, to make sure everything is going smoothly and that you are happy with your decision. 

Changing your support software can be a lot of work and a long process, but for many companies it has a significant positive impact on the customer experience, churn, and bottom line revenue.

About the Author: Katie O’Connell is a Business Development professional at TeamSupport. With previous experience at Yelp and Allied Integrated Marketing, Katie is an experienced business strategist.