Customer service: Navigating reviews, opinions and recommendations for small business payroll and HR systems

When researching small business payroll and HR management systems online, reviews and testimonials are abundant. However, there are many conflicting opinions, and a company that gets high marks from one source might get negative feedback from another.

How do you evaluate the true quality of a company’s customer service?

Identifying the true customer

For small business payroll and HR systems, like RUN Powered by ADP, the customer isn’t the employee but rather the employer. This is very important. For ADP®, the customer we provide service to is the small business that pays for RUN, not the employees who work for that small business.

Often, when employees run into snags, the employer hasn’t set something up correctly within the RUN platform. In these cases, it is the employer who makes the adjustments. And if that employer needs help, then ADP provides support for them.

Because payroll and HR information are sensitive and confidential, employees should look to their employers to address their needs.

Types of customer support offered by ADP

Of course, from time to time, employers do need support. ADP offers several categories of support, which our small business customers appreciate:

Implementation and Onboarding Support – ADP ensures smooth setup processes and efficient data migration.

“ADP offers world-class customer service during onboarding. The tag team effort by multiple departments at implementation was very efficient.”

David Silk, Controller and HR Manager, Mills Iron Works Inc.

Technical Support – ADP’s support team is readily available via online chat and phone to promptly address ongoing technical concerns.

“When we hire remote workers, living in other states, RUN Powered by ADP® has been supportive and an excellent resource. We know we can contact them with questions and they will set us in the right direction. From how to get set up in other states to general questions, they've been great.”

Paula Dalby, Office Manager, JIBE

Subject Matter Expertise - For clients who require deeper expertise, ADP provides guidance on compliance, benefits administration, and full HR outsourcing.

“ADP is very helpful. They are professional, kind, and really are a lifesaver when it comes to all aspects of Human Resources and Payroll.”

Jessica Mankin, Human Resources Manager, Pest Share

Another consideration is how the customer support is delivered. Different products and providers have different options, from online chat and customer service centers, to dedicated account representatives. ADP’s service offerings include::

• Phone support and online chat through customer service centers staffed by trained professionals
• Dedicated account representatives who provide configuration assistance, daily support, and help with technical troubleshooting
• HR Business Professionals (HRBP) in comprehensive solutions like ADP TotalSource®, offering expertise in benefits administration, recruitment, payroll management, and other critical HR functions
• Self-service documentation and FAQs for immediate assistance

The most important thing is to consider what you need and choose a service offering that fits.

Evaluating a provider’s customer service

When evaluating small business payroll and HR solutions, prioritize reviews from payroll and HR professionals who directly use the platform, not employee-generated reviews. 

It’s also good to consult third-party authorities like TrustRadius, G2 and Capterra, whose business is to audit, rate, and evaluate technology providers like ADP, Paychex, Gusto, Paycor, and more. 

Some of these companies employ larger-scale surveys, focus groups, or their in-house research, conducted by professional evaluators. ADP consistently ranks highly with these companies due to our focus on delivering strong, consistent, and accessible customer support.

At ADP, we make it our mission to provide exceptional customer support and expert guidance

• ADP has support solutions delivered by seasoned payroll and HR professionals who learn your business, understand your needs, and work to ensure you get the most from our products
• ADP’s Client Advisory Circle, comprising businesses of various sizes, industries, and regions, keeps our customers' voices and needs front and center
• Our data-driven approach for uncovering the latest trends in the world of work has helped clients for more than seven decades
• For over 75 years, ADP has earned a reputation for service and support in the name of helping our clients’ businesses succeed

Think broader. Look deeper.

The quality of customer service is important to consider when evaluating payroll and HR solutions. Begin by assessing the level of service you expect to need and the types of support you’ll use.

Conduct your research, being careful to read the reviews of payroll and HR professionals as well as third-party authorities like TrustRadius, G2, and Capterra. By taking a closer look, you improve the likelihood of finding the right solution – and service – to meet your needs.

Frequently asked questions

Take the next step

See firsthand how intuitive and user-friendly payroll and HR management can be. Schedule a conversation with an ADP expert today to compare package options and find the right fit for your business.

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