If you're an agricultural employer looking at buying some new HR technology, the kind of customer support you'll receive will make or break the ROI you get from it. We’ve all been there: trying to get a simple answer from a “live chat” button that only connects you to a bot. Or hunting through endless articles in a dusty old help center, trying to decipher how they relate to your unique situation. It’s frustrating, time-wasting, and anything but helpful.
At Harvust, we realized this wasn't the way we wanted to support our customers. We needed something better—something personal, actionable, and directly connected to how you use our product. So, we made a radical change.
We deleted our entire help center. Gone.
We ditched the “live chat” and all those generic, one-size-fits-all articles that nobody was visiting anyway. Instead, we’re giving you personalized, in-depth support: custom screen capture videos from real humans in your account, showing you exactly what you need to know for your use case. Typically, you can expect to receive these videos the same day, ensuring you get timely support when you need it.
Here's why we made the change:
- Help Centers Are Dead Weight: We found out that our customers weren't into reading help article after help article. When we checked the stats, our help center was a ghost town. Instead of making you read generic “how-to” content, we’re giving you individualized “why” and “how-to-apply-it-to-you” support that actually moves the needle for your ag business.
- Bots Don’t Understand Strategy: Live chats that lead to bots can tell you where to click, but they can’t tell you if it’s the right move for your specific situation. Our customers don’t need help locating the button. They need advice on how to use our software to solve their problems. Our approach is human-focused—because strategy isn’t something bots do well. Also that silly floating button in the bottom right corner always seems to get in the way!
- Staying Fresh: Keeping a traditional help center up-to-date is a battle against time. We evolve our app to make it better for you, and we’d end up with outdated articles and videos that didn’t match what you see on screen. Now, when you need help, we create a brand-new video that’s accurate and timely—no stale information here.
- Personalized Video > All Other Forms of Support: When you email us a question, you’re getting a custom video response from one of our support team members. This approach may sound like it'll take forever for you to get support, but our team is experienced in quickly creating these videos, making the process efficient without compromising quality. No templates, no links to old articles—just a screen capture in your account, showing exactly what you need to do. And you know what? You can search and rewatch these videos anytime, right in our app, so you’re building a tailored library of resources that are specifically relevant to your farm. And they are visible by all of the other admins in your account so your entire team is on the same page about how to use Harvust best.
Check it out!
With our new approach, you’re not stuck in help center purgatory, or waiting for a chatbot to give you something vaguely resembling help. You get real people, real help, real fast. It’s personalized support that actually supports—not another endless maze of clicks and “Sorry, I didn’t understand your question”.
Welcome to the future of customer support for ag HR tech: Personal. Strategic. Tailored to you. If you agree, try Harvust.
