Choosing the right vendor is just as important as picking the right piece of CAD software. These five questions will help with that crucial decision.
You do a lot of research on software before you decide to buy it, but do you put as much thought into which vendor you choose? This decision has a staggering impact on your experience as a customer - from getting support to managing subscription licenses.
It's vital that you think carefully about where to buy software. To help, we've put together this list of five questions to think about when choosing an online CAD software vendor.
1. Does the price include GST?
Anyone who's done some shopping online has run into the hassle of surprise charges at the payment phase. These range from the confusing ones like maintenance and convenience fees to the familiar ones like GST. If the vendor you're looking at includes GST, however, you get a better idea of the total price you'll be paying for the software.
Choosing a vendor that lists GST-inclusive prices is particularly important when purchasing from overseas resellers. If these vendors don't include GST, you won't be able to claim back that portion of the purchase.
The prices in Redstack's online store all include GST, so you're not going to find any unpleasant surprises in the form of fees and charges when you check out.
2. How easy is it to get answers while shopping?
No matter how detailed a product listing is on an online store, you're likely going to have some questions that require more specific information than you'll find on a site's FAQ page. Given that, having a channel for asking those questions is essential for getting a smooth customer service experience.
While email is an acceptable solution, a live chat option is much better. This way, you get the answers you need in real time, while also avoiding the delay that comes from asking follow-up questions over email. Easy access to a phone number and physical address details are also good signs you're dealing with a reputable and trustworthy vendor.
3. Are local support options available?
If you've ever ordered something from overseas, you know how frustrating it can be trying to get assistance when you need it. Having to call international numbers and calculate time zone differences can be a real hassle, especially in urgent situations.
Whether you need help when ordering or with a new purchase, having a local support team to contact is a sure way of eliminating hassle with customer support. Redstack also provides free support for activation and installation issues in the first 30 days after a purchase to ensure you get up and running without delay.
4. How is the renewal process handled?
More and more organisations are switching to a software-as-a-service (SaaS) model, and CAD application developers are no exception. There are a number of benefits to this system, but it does mean you'll need to renew your license as necessary.
Depending on how you use CAD software, this will be a recurring task, so be sure to choose a vendor that makes the renewal process convenient and easy for you. Look for auto-renewal options and client portals that let you manage your subscriptions. Also check there is a simple method to stop your subscription should you wish to no longer renew.
Redstack will proactively contact you throughout the year to ensure you are getting the most out of your software, that you are aware of when your renewal is and will also advise you prior to renewal if there is a better option for your particular needs.
5. How does the vendor gauge customer satisfaction?
All the features and support systems in the world won't make a difference if a vendor doesn't measure its own performance when it comes to providing a great service to their customers. If they're not tracking that metric, how can they find areas for improvement?
At Redstack, we survey all our clients to measure the quality of the service we provide. We're proud to say that we consistently rank above 9/10 for customer satisfaction.
We back this up with a highly responsive, local support team that can address issues rapidly and effectively. To learn more about our high level of service and technical support, browse our customer case studies.