Fall in love with the support team, not the tool
We compare licence price, availability and features, and forget the factor that decides everything: how fast the support team answers when something breaks.
Often, when choosing software for our company, we analyze variables such as license price, availability, and features, forgetting a very important factor: the response time of the support team.
Sales representatives promise us that the tool they promote will solve all our problems, that it is what we need to achieve success, that anything is possible. What they don’t tell us is that such a tool, if not accompanied by a culture of use and a support team with quick responses, will generate more frustrations than joys.
That’s why it’s so important when choosing software not only to consider if it meets our needs and if the price is convenient, but also to understand that everything can go wrong, and that we will need a team by our side to provide solutions.
A clear example was the migration of the WheelbasePro site from WordPress to HubSpot. One of the main reasons for carrying out this migration was that the HubSpot support team responded to our doubts immediately, providing not only solutions to our problems, but also educating us in the use of the tool.
In summary, while the price and benefits offered by the tool are important, we must not forget that the day-to-day also matters. Ultimately, it’s what makes a tool used or not by the team, and that’s what makes the support team essential, not only to solve problems but also to give advice on usage.