As an IT Services professional for over three decades, I am engaged daily, sometimes for hours on end, with software products, services, and helpdesks around the world.
Over the years, I have observed great software looses its greatness if the helpdesk and support team do not provide the same level of great support.
Sometimes made bearable with a good helpdesk and support. Tolerable with live, call-in, voice support instead of chat and email support. Quite serviceable if the helpdesk knows the software inside out.
Equally important is, if the helpdesk clearly understands the short-term and long-term purpose and goals of why the software was developed. A combination darn hard to find today.
To be really great software, the helpdesk must be equally great. That is not done by the helpdesk following a Script of (many times) unrelated checkpoints and disjointed steps.
I am not the "end-user" of SK. For my clients, my task as a contract IT professional, is to install, and locally support SK through all phases of it lifecycle. Of course, the client also has the ability to call SK directly. On the more technical, cumbersome or time consuming challenges, I am typically asked to do the "heavy-lifting" with the SK helpdesk.
Over the past 6 years, with every single instance, I have experienced a very high quality level of support. Some of the very best service have experienced, and I deal continually with a lot of helpdesks around the world.
How I rate SK (01, lowest to 10, highest points)
10 pts. Purpose Driven
10 pts. Mission Driven
09 pts. Down-right pleasant and personable - the right amount just to let you know it is "Person-to-Person", NOT "Script-Reader to User".
09 pts. Professional
09 pts. Knowledgeable - I am continually surprised at the depth the helpdesk folks know their product.
42 pts. Truthful - If they didn't know the answer at the time, there was no bluffing, no wasting time. Simply, "I don't know, but will find the answer or a staff person (supervisor or engineer) - and I will get back to you by (target time/date). 100%, without fail.
Oh, did I miss mentioning the software. Absolutely, 9.999 Points. (Of course it's not perfect)
I have SK installations in a very large congregation (1000+) and in smaller congregations (under 250). All of my users have found SK and the Helpdesk Subscription extremely Cost Effective.
ROI on all of this? In this case, Eternal - Priceless.
Ease of use