Delivering the Ultimate Customer Experience
What Does iCARE Mean?
A great product is nothing without an even better customer service experience to support it. Although the iCIMS Talent Platform is innately flexible and easy-to-use, even the most tech-savvy users are going to seek assistance from time to time. Fortunately, the iCIMS team has your back every step of the way. You'll be sure to notice that with iCIMS iCARE Customer Support, there is a difference.
Great Customer Service Starts with Being Great at Software-as-a-Service
Not all Software-as-a-Service companies are alike, so don't be fooled when someone tells you they are a SaaS or cloud vendor ... just because you can access their software via the web. We believe SaaS is a religion, not a delivery mechanism ... and being great at SaaS means standing your ground and making hard decisions for the good of the platform, and the long-term good of the customer base. It starts with having a single platform, no legacy (“install”) base, a single code base, never customizing it, having all customers on the latest release ... and doesn't stop there. Ask us why we believe iCIMS is the purest SaaS player in the Talent Acquisition market today. Pure SaaS, the iCIMS approach to cloud computing, sets the foundation for outstanding customer support.
We Take You Under Our Wing
We want you to understand and love our platform just as much as we do, so we do everything we can to make you the expert. With a tiered training program consisting of a variety of teaching methods from complimentary webinars to in-person seminars, iCIMS ensures that users adopt our technology quickly, easily, and enthusiastically. Based on your specific needs, we make every effort to maximize your proficiency and satisfaction.
We Pull Out All the Stops
When you work with iCIMS, you'll never receive generic correspondence as an excuse for support. Instead, each client is partnered with a dedicated Account Management team consisting of a Client Relationship Director, an Implementation Manager, and Subject Matter Experts to ensure that all of your needs are met at all times. We are constantly working both proactively and reactively to help you achieve recruitment success.
We Don't Play Favorites
iCIMS supports companies of all shapes and sizes; but no matter what category your company falls into you will receive the same stellar service as an enterprise level client. In our eyes, every customer, question, and issue is created equal, and our support program reflects that.
We Stand Out From the Crowd
iCIMS maintains one of the industry's highest customer retention rates at 97% and a perfect 4.0 customer service rating in a recent independent study, proving that when it comes to customer support and satisfaction, we stand out from the competition.
We Listen ... and ACT
We consider our clients our best engineers, so iCIMS is constantly seeking client feedback and suggestions through annual customer support surveys and feedback forms. We have even created a Customer Advisory Council which allows us to see problem solving and new developments through the eyes of a panel of our everyday users. Support teams are always working closely with our Product Developers to take customer feedback and turn it into solutions that meet client needs.
It's no coincidence that iCIMS' success corresponds with award winning customer service. To learn more about how iCIMS can help support your recruitment initiatives, contact us today at 1-(800) 889-4422 or take a look at an online demonstration of our Talent Platform.