The Secret to Picking the Right Employee Experience Platform Vendor? It’s Not the Platform

Choosing an employee experience platform vendor is a big deal. You’re not just picking software, you’re choosing a partner to help shape how your employees engage, communicate, and thrive.

So why do so many vendors treat it like you’re simply buying a subscription box to pay for monthly and forget about?

The best employee experience platform vendors don’t just drop a shiny tool into your lap and call it a day. They come with a team - real people, none of that automated stuff - who care about your success. A team that takes the time to understand your unique challenges, works with you to map out a plan, and stays with you every step of the way. 

Because here’s the hard truth: the right platform won’t just fit your company.

It’ll grow with your company.

So, what’s the secret to picking the right employee experience platform vendor? There’s only one way to find out so read on 😉

What makes a great employee experience platform vendor? 

Let’s cut to the chase: the software itself is only half the story. The real difference lies in how much support you’re getting to make that platform work for you not the other way around. Below you'll find a list of 6 questions to ask yourself before picking an employee experience platform vendor.

6 questions to ask yourself when picking an employee experience platform vendor

1. Do they understand your context?

No two companies are alike. Your vendor should know this and start by digging into your unique situation:

• Are most of your employees front-line workers or desk-based?
• What’s your current culture around communication and engagement?
• What challenges have you faced with past tools or platforms?

A vendor that skips this step is already waving a red flag.

2.  Are they working with you to tailor the platform to your processes, or expecting you to bend to theirs?

You shouldn’t have to twist your processes to fit their tool. A great vendor works with you to mold the platform to your needs, not the other way around. This means:

• Dedicated discovery sessions to understand how your company operates.
• A tailored success plan that reflects your goals and priorities.
• A platform setup that fits your workflows seamlessly (and without endless back-and-forth emails).

3. Do they provide a dedicated customer success team (or even better - a dedicated customer success manager)?

Look, we’ve all had that experience where you sign a contract with Alex from sales, meet your “Customer Success Manager” once for 35 minutes, and then they vanish into the ether.

That’s not support.

That’s ghosting. 

Here’s what you should expect instead:

• A CSM who’s with you from day one, asking the right questions and planning together with you.
• Ongoing support through every phase - setup, launch, and beyond.
• Someone who feels like an extension of your team, not someone that makes you feel like a checkbox on the vendor’s daily to-do list.

4. Do they provide hands-on training for your leaders and admins?

Even the best platform in the world won’t succeed if no one knows how to use it. That’s why a great vendor goes beyond “Here’s the manual, good luck!”.

They will:

• Train your internal leaders and admins on how to use the platform effectively.
• Provide resources and hands-on guidance to ensure adoption sticks.
• Offer tailored training sessions for your specific use case - because cookie-cutter solutions don’t cut it.

5. Will they support you every step of the way to ensure a smooth and successful launch?

Launching an employee experience platform should feel exciting, not like you’re slowly stumbling toward a potential disaster. A top-notch vendor will:

• Help you (or at least advise you and provide examples) create clear, engaging launch materials.
• Work with you to set expectations and build excitement across your teams.
• Stay involved to ensure the rollout goes smoothly (and that any hiccups get addressed fast).

6. Are they committed to your success after launch?

The relationship shouldn’t end after launch. A great vendor helps you keep the platform alive and thriving within your organization.

Think - ongoing check-ins, proactive advice, and even ideas for keeping engagement fresh.

It’s more about creating a partnership, not a one-time done and dusted transaction.

The bottom line

Choosing the right employee experience platform vendor isn’t just about features or pricing; it’s about the journey.

Are they offering you a tool, or are they offering you a partnership? Are they showing up for a single meeting, or are they staying with you for the long haul?

If you’re looking for a vendor that will actually roll up their sleeves and work alongside you - from discovery sessions to launch day (and far beyond) - well, I’ll just leave this here: Speakap does all of the above and more.

And our customers can back this up:

"Speakap’s commitment to our success was unparalleled - not just empty promises, but a consistent, hands-on approach  that continued long after launch day,  making sure everything ran as smoothly as possible."

"Speakap has been an amazing and supportive partner, helping us launch a modern, easy-to-use, and engaging platform for all our colleagues to stay connected."

Let’s just say we don’t do ghosting.