Choosing the right online portfolio platform for your organisation is not just about features; customer support matters too. 

Customer support should indeed be given significant consideration when choosing an online portfolio platform for your organization, especially during tender and quick quote processes. Here are some reasons why it’s important and what you should look for:

1. Onboarding: Onboarding is a crucial phase when implementing a new platform. It’s essential that the platform provider offers support and resources to help your team get started smoothly. This includes training sessions, documentation, and assistance with migrating data.
2. Reviews: Regular check-ins and reviews with the platform provider can help identify any issues or areas for improvement. This ongoing feedback loop ensures that the platform is meeting your organization’s needs and can adapt as those needs change.
3. On-Demand Support: Access to on-demand support is critical. When your team encounters issues or has questions, they should be able to reach out for assistance promptly. This might include phone or chat support, email support, or even a ticketing system.
4. Screen Sharing: On-demand screen sharing can be extremely helpful when troubleshooting issues or providing guidance. It allows support staff to see exactly what the user is experiencing and provide more effective assistance.
5. Access to Support Portals and Resources: The platform should offer a support portal with documentation, FAQs, video tutorials, and other resources that users can access 24/7. This empowers users to find answers independently when needed.
6. Dedicated Customer Contacts: Having dedicated customer contacts who understand your organization’s needs and processes is invaluable. They can act as a bridge between your organization and the platform provider, ensuring effective communication and issue resolution.
7. Knowledge and Skills: The customer support team should have in-depth knowledge of the platform, as well as the industry and processes your organization deals with. This allows them to understand your specific challenges and provide tailored solutions.

Customer support should indeed be a top priority when evaluating potential platform providers, alongside considerations like integrity and security. Unfortunately, it might not always receive the emphasis it deserves for a few reasons:

1. Cost Concerns: Some organizations prioritise cost savings over the quality of customer support. They may opt for cheaper platforms that offer minimal support, assuming they can handle any issues internally.
2. Lack of Awareness: Decision-makers may not fully understand the importance of robust customer support until issues arise. By then, it may be too late to address them effectively.
3. Overemphasis on Features: Organisations may prioritise platform features and capabilities over support, assuming that a feature-rich platform can compensate for limited support.
4. Vendor Promises vs. Reality: Sometimes, platform providers may promise excellent support during the sales process, but the actual support falls short of expectations.

It’s essential for organisations to recognize the critical role that customer support plays in the successful implementation and ongoing use of any platform. Therefore, during the evaluation process, it’s important to assess not only the platform’s features but also the quality and availability of customer support, including references and case studies from existing customers to gauge their real-world experiences.

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