TTI’s Product Support team has the opportunity to work with thousands of candidates, interviewing with hundreds of companies from all around the world every day. TTI Product Support is truly one of kind. A team put in place to provide high volume, real-time technical help has evolved into so much more.
Solving Problems with Lightning Speed
The main focus of TTI’s Support team is to provide real-time technical help. It’s a business component that many SaaS companies have adopted over the years. Different from other support models, however, we understand that the interview process and any product driving it should be particularly sensitive to time. Speed and efficiency when providing help to candidates are perhaps more important than the help itself.
Longer wait times could lead to more candidates abandoning the interview, affecting overall response rates. Adversely, longer wait times could result in more eager candidates ‘failing’ the interview due to technical problems that could have been prevented.
While TTI strives to respond to each ticket in under an hour, we are constantly striving to reduce that time. This week, we are rolling out a new support tool that uses Artificial Intelligence to help candidates during this wait time.
Keeping Candidates Informed
You’ve heard of the black hole problem. A candidate applies, their resume goes into the ATS and they never hear back. This problem is consistent throughout different stages of the interview process too. Recruiters are oftentimes just too busy to keep candidates up to date or provide feedback. TTI’s Product Support team sees this as an opportunity to help. Along with helping a candidate successfully complete their digital interview, the Support team fields other inquiries from the candidate regarding their current status in the process. Candidates often ask, “When will I hear back from someone in regards to my interview?” or “‘What happens next?.”
The Support team strives to go above and beyond for each and every question/request. Answers to these types of questions aren’t always readily available, and the Support team does their best to set expectations and direct the candidates to someone who can help. Either way, candidates appreciate knowing they can get in touch with an actual human to even ask. We avoided the black hole - mission accomplished!
Keeping Your Brand and Reputation in Mind
When candidates get in touch with TTI support for the first time, they often times don’t know they’re reaching Take the Interview. They believe they’re getting in touch with you.
The TTI Support team recognizes that nothing less than five star, white glove customer service is crucial. Instead of just responding to problems, TTI Support is trained to anticipate problems too. Radars are always on with the highest level of active listening, respect, and empathy.
We want to ensure we’re representing the best you, understanding that we play a key part in your recruitment marketing strategy and supporting your company brand.
Recruiters and TTI Support can continue working together to maintain a positive candidate experience. Here are a few things to consider when inviting candidates to take a digital interview:
-Provide clear instructions for how and why to contact TTI Support. (example: “For technical questions regarding your digital interview, please reach out to firstname.lastname@example.org.”
-Specify how to reply back to the invitation, and for what questions. (example: For questions regarding your application and deadline for this interview, please reply back to this email to be in touch with a recruiter.”