Anyone who wants to stay one step ahead of the competition today cannot focus solely on the product or service. Today’s customers expect to be able to get in touch whenever questions arise. After all, if something doesn’t run smoothly, it can cost a company a great deal of money. hsp goes to great lengths to continuously improve the outstanding quality of its support. But how does a medium-sized company like hsp manage to look after thousands of customers? Gideon Odoom from hsp knows the answer Support Team.

Gideon has been with hsp since 2018, first as a trainee and now as a junior consultant. As a specialist and member of the support team, he assists many customers with queries, technical issues and other concerns. It is important to him not just to tick off enquiries, but to provide customers with useful answers to their questions.

Looking at the support data for the last two years, we can see that just over 3,000 tickets were opened. What is interesting is the proportion of ‘one-touch’ tickets – that is, tickets that were resolved with a single response from the support team. The rate stands at a very high 76.4 %.

Since the release of the Property Tax module, 961 tickets have been opened, of which 701 have already been resolved. This is unusual for such a topical issue. The one-touch resolution rate here stands at an extremely high 79.3 %, which is even higher than the average for the past two years. This demonstrates what matters most to hsp: the software can be as good as it likes. If the support isn’t up to scratch, the software experience isn’t right. That is why good support is an essential part of good software.

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Many paths lead to answers

Gideon describes his development at hsp. At the start, he wasn’t as fluent in German as he is today. That’s why he used to get nervous every time the phone rang. Nowadays, he’s completely confident and relaxed, and helps out wherever he can. At hsp, you can leave a voicemail if no member of the support team is available. As the voicemail system is linked to the CRM system, the team can call back at any time, even if the caller hasn’t left a voicemail.

Another way to contact support is built into the software. You can open a ticket directly there and attach the software log. Firstly, you can contact support via TeamViewer, which is integrated into the software. The second option is via the built-in chat system. Conveniently, details of the software being used are automatically transmitted, meaning that the issue can often be resolved simply by checking the version number.

Support with a digital toolbox

hsp incorporates its own experiences with support enquiries into its own support process. We’ve all been there: stuck on hold for ages, or being passed from pillar to post without getting a clear answer to even the simplest questions. That is why hsp’s support service is designed for speed. The aim is to help the client immediately so that work – for example, at the law firm – can continue as soon as possible.

Can a person prepare certain things before contacting support? Gideon says quite clearly: Yes. It is important to describe exactly what issue needs to be discussed. You should also have your TeamViewer login details to hand so that support can quickly get an initial idea of the problem if necessary. Screenshots can also be helpful. It’s a good idea to highlight any issues on them. The more precise you are, the quicker support can identify and resolve the problem.

Paul regularly helps out in support to assist the team and gain insights. This has already led to ideas for improving the software. Some of these ideas are currently being implemented. This, too, is made possible by the ticketing system and ultimately creates further added value for users.

We can’t do without innovation

What role does the hsp.community play in providing support? Gideon uses the topic of property tax as an example. Many tax advisers are active in the community discussing property tax reform. As soon as a question arises, registered members answer it and support one another. This allows expertise to be shared, and everyone benefits from every question that is answered. This saves resources on the hsp side and saves users a great deal of time.

Generally speaking, hsp takes many innovative approaches to support in order to provide help more efficiently and quickly. For example, an AI scans every email sent to the support team for specific keywords. Based on this, a reply is automatically generated containing links to relevant FAQ entries. Often, problems can be resolved at that very stage. This clearly demonstrates that even a medium-sized company can offer outstanding customer support with plenty of ideas and tools.