Customer experience can matter more than feature lists
Most payroll can handle the basic job of running payroll. The harder question is what happens to the when users must leave the main platform. If customers need to learn a separate and contact a separate support team, the service may no longer feel like one product.
A feature checklist can miss this problem. The real issue is of the , even when an outside tool provides part of the service.
Key points
- Most payroll can perform the core payroll task.
- The bigger concern is whether users have to leave the main platform.
- A separate can make the product feel .
- A separate support team can make responsibility unclear for customers.
- When choosing outside tools, may matter as much as features.