Articles & Blog

4 Things to Look for When Customers Reach Out for Support

February 14, 2017

Out With the Old

We’re in the process of revamping our user experience at deverus, taking a new approach to better serve our partners.

Background check companies are dealing with so many moving parts as they work with their clients that any breakdown is frustrating. What we’ve historically done is take every issue on a case-by-case basis and solved it as efficiently as possible.

This has been a great method in the short-term, but we believe there is a better solution. Starting in the second quarter, we are rolling out an account manager model, getting away from that support model we’ve been using.

Our hope is to dig deeper into each issue to truly solve the problem instead of fixing a symptom of that problem.

An account manager model assigns each of our partners a named deverus team member to act as the liaison for their business. Now, when a partner submits a support request, the account manager will reference the full book of business.

What are we looking for? There are a number of things:

1. Looking for Patterns

Are there similarities in this request compared to past requests? Knowing that will help us identify any underlying issues with our software or any user errors that may be occurring.

Additionally, we may start seeing trends where partners are hitting the same road blocks. This allows us to dig a little deeper and fix and underlying problem rather than trying to help each partner individually.

2. Relationship

When a support request is submitted, it’s important to take a look at the scope of our relationship with that partner.

Knowing any past issues, general level of satisfaction, impact of this particular issue on their business, and problems they’ve had with the platform can help us to engage appropriately.

3. Customer Need

In a support ticket model, it’s easy to get caught up in trying to solve the problem as quickly as possible without taking other factors into account. With account managers, it becomes a lot easier to take a step back and draw on the overall need of the partner.

Context is everything when handling issues like this! It’s a lot like friendships. If you had a friend who never remembered your last conversation every time you got together, you would get frustrated pretty fast. It’s just as important to maintain perspective around the needs of our partners.

4. Ways to Get Ahead

By looking at the overall scope of business across all partners, we can identify ways to get ahead of the game.

We can acknowledge to our partners what we’re doing so they feel more at ease. We may even be able to recognize a particular spot in which our partners get hung up and create a way for them to circumvent that.

We want to reduce:

• Ticket Resolution Time
• Anxiety
• Confusion

Our long-term goal is for our partners to truly feel like partners. When something goes wrong - because it inevitably does - we want them to know we have their backs!

We want them to feel we are right there with them supporting their end customers and helping to grow their business for them. After all, as a SaaS provider, our success is directly tied to that of our clients. Reducing roadblocks and pain points is a way we can all win!

To learn more about deverus or to reach out for a demo, visit

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