Digital Commerce Platforms: What to Look for From a Service and Support Perspective

From the Ultra Commerce Operations Desk

When you make the decision to adopt a digital commerce solution there are plenty of factors to consider. Does the platform’s featurability adequately solve your most pressing business issues? Is its technology easily transferrable through expected (and unexpected) periods of company growth? Will the platform be accepted by internal team members and company stakeholders? All great questions to ask yourself, but don’t forget one other: What does the platform offer by way of service and support?

Admittedly, no technology is perfect and no digital commerce platform is without issue. You will want to ensure your digital commerce solution is backed by 24/7/365 support from a team of dedicated professionals with combined decades of experience supporting customers using these specific technologies. When you adopt a digital commerce solution you are signing up for more than just a product, you are ideally signing up for the support that comes with it.

Geography can play a critical role in the level of support you receive from your solution provider. For example, if your company’s operations are based in North America but your digital commerce provider’s support staff is based solely in Southeast Asia then what impact could that have on response time? The nuances in interacting with each other to resolve the issue? The impact could be significant. Your provider’s service and support staff should be robust enough to have service and support operations in every region they serve clients.

Five nines is better than four – in more ways than one

Let’s say you are comparing digital commerce solution providers and are between two options: One guarantees 99.99% uptime while the other guarantees 99.999% uptime. What difference could that one nine make? The answer is ‘a lot.’

The right digital commerce partner will be with you as your business grows in size and complexity. Their responsiveness will be with you every step of the way from presale to signed contract to soft launch to dedicated support even after full launch. They will be with you through your entire digital commerce journey with a full dedicated service and support team available around the clock.

Always go with the digital commerce platform that guarantees the most uptime, has the most robust services and support staff and is dedicated to proactive response vs. reactive response when issues arise. If you follow these markers then all your digital commerce platform has left to do is drive growth for your business by delighting its users every step of the way.