Having been exposed to the nuts and bolts of the recruitment life cycle for more than ten years, I’ve seen firsthand the aftermath of choosing a misfit applicant tracking system (ATS). Your resources, hiring workflow and, most importantly, the organization's reputation are at stake if you settle for a substandard ATS vendor.
Based on my direct interactions with our long-term customers, I have compiled the 60 most critical questions you must ask potential vendors before investing in the tool.
Let’s go!
ATS checklist: 60 questions to ask about an applicant tracking system
General questions
1. How well does your ATS work for virtual recruiting?
The world of work is tilting towards a hybrid culture. I consider forward-thinking brands to be able to handle virtual recruiting and reach the maximum number of candidates, including the passive ones.
So, ask the ATS provider if you can onboard virtually, access video interviewing tools, parse resumes automatically, and relay personalized messages to candidates—all from one platform.
This is why, as an all-in-one ATS for modern recruiting teams, Kula ATS empowers recruiting teams with advanced applicant tracking system features, such as an out-of-the-box career page builder to create and launch branded job boards, completely automated workflows, a consolidated candidate repository where you can easily identify and re-engage past applicants for current vacancies.
And yes, as an AI-powered platform, our AI-driven resume screening instantly matches and shortlists candidates based on your job requirements.
2. Can your ATS be customized to suit the user's needs?
Customization capabilities are integral to agile hiring teams. Ask the vendor how well you can align the software with your recruitment process.
We’ve built Kula’s applicant tracking system with flexibility at the forefront. It lets you tailor the hiring process to fit your needs, whether it's per job, department, or even your brand.
Set up your own screening questions, add assessment tools, and even handle unique interviews like coffee chats or portfolio reviews.
Plus, you're completely in control–decide how candidates move through the process, set up your own workflows, and create templates, all without needing any technical help.
And to make things even easier, there are customizable scorecards for evaluating candidates that you can save and reuse.
3. Do you have experience working with organizations like mine?
From my personal experience, hiring needs are peculiar to specific industries, and you want to know if the recruiting software can handle those needs. For example, the hiring needs of someone in healthcare differ from those of someone in retail.
Your ATS provider should give you this information so you can identify key features that are better suited for your organization.
4. Are most of your customers large or small?
Of course, not all applicant tracking systems are the same. So, it's important to know if the vendor caters to small or large companies to see if it's a good fit for your needs.
We have designed Kula to be one of the best ATS for small and medium-sized enterprises. However, the platform’s versatility can totally accommodate the needs of enterprise organizations and their large-scale hiring scenarios.
Interview management
5. Does it allow interview scheduling?
In the long run, I consider this to be a huge plus for your hiring processes.
With Kula, you take the hassle out of scheduling interviews, even when multiple people are involved. Plus, it works seamlessly with calendars your teams’ are already familiar with, like Google Calendar, Microsoft Exchange, Outlook 365, and MS Office. No more back-and-forth trying to find a time that works for everyone!
6. Can notes be taken automatically during interviews?
I know it may not sound much, but it can help you ensure standardized evaluation, make informed decisions, and even provide legal protections in case of disputes or claims of discrimination.
This is why we have packed Kula with an AI-powered interview note-taking app that makes interviewing much easier for hiring managers and interviewers. It records and transcribes interviews on the go and automates the feedback loop.
7. Can you review all interviewers' calendars side by side?
The perfect ATS should also be able to compare your interviewers' calendars simultaneously to avoid double booking. Using Kula ATS, you gain a holistic view of everyone’s activities and remain updated.
8. Do you provide self-scheduling features for candidates?
I have seen brands increasingly prioritizing the candidate experience, which acts as a key differentiator and can boost a company's reputation as an employer of choice. One way to achieve that is to allow job seekers to schedule their interviews at their convenience.
Instead of imposing a schedule, a recruitment software tool like Kula lets candidates choose their interview time. They can consider differences in time zones, their peak hours, and the timeframe it would take to prepare for the interview.
9. Can you create a resource library?
Finally, check if the vendor lets you store all the crucial data, including information gathered based on the competency criteria used across scoreboards and, specifically, interview questions.
Candidate tracking
10. Does your ATS track candidate source?
I highly recommend you consistently track important recruiting metrics, such as candidate sources and quality, time to fill and hire, and, of course, cost per hire. These can optimize resource allocation and help you save a pretty penny.
Ask your vendor if you can track the performance across multiple job boards, social platforms, and even referrals to identify the most effective channels for reaching potential candidates.
With Kula ATS, you gain full control over your candidate pipeline. Easily track where your applicants are coming from, even creating custom sources for special events or campaigns.
And to make sure you're promoting DE&I, Kula also lets you show your interviewers candidate info without revealing their source.
11. Can you drag and drop candidate profiles?
Always go with an ATS with solid and flexible candidate management features. It will make your work much easier. For example, with Kula ATS, you can add applicants by simply dragging and dropping their resumes individually or in bulk, then assigning them to a specific job opening or talent pool for future reference. It's that simple.
12. Does your system support resume parsing?
In my opinion, manual resume reviews are a thing of the past. While resume parsing can be helpful for gathering basic info, I’ve seen that it can sometimes mess up the format, leading to misunderstandings.
Therefore, check if the ATS vendor offers automated resume parsing capabilities. If we talk about Kula, whether you're uploading one resume or a hundred, its automatic resume parsing takes care of extracting the important details with high accuracy.
13. Can you customize the application process based on the job or department?
Customizing the application process helps you include specific details and criteria about a job role or department. For example, a software engineering department might tailor its application process to include a coding challenge or portfolio review, while a marketing department might request writing samples or social media campaign examples.
I’d suggest you choose an applicant tracking system that tailors the recruiting process to your department’s unique needs. It can help you attract high-quality candidates who fit the role.
14. Does your ATS support advanced search?
Consider this: your candidate database is bound to expand. And I am all for implementing features that allow you to quickly identify qualified candidates within the system, no matter how many applications you receive.
With Kula ATS, recruiters can use advanced search filters, Boolean search capabilities, and keyword search to segment candidates based on location, title, application status, and education.
Automation
15. Can notifications be automated on your ATS?
I have seen hiring processes tend to be prolonged. These become invariably hard to keep track of manually.
Kula can send you automated interview reminders and notifications to ensure you submit feedback after evaluating candidates.
16. Can candidate rejection be automated?
As I've said before, candidate rejection is an opportunity, not an ending. A positive experience, even in rejection, can lead to future applicants and referrals.
You can choose from custom or pre-written templates to send personalized rejection emails right from Kula ATS.
Need to delay the news? No problem! Schedule your emails for a later time or date that suits your needs.
Product features
17. What are your product’s core functionalities?
Here’s a pivotal question before you make a decision. I suggest you ask the applicant tracking system vendor to give you a detailed overview of the key features and functionalities of the tool.
Start by asking about features for recruitment marketing and advertising: How does the system help you get the word out about open roles? Then, dive into candidate sourcing and CRM capabilities: How does it help you find and manage potential hires?
Next, I advise you to inquire about referral management, interview scheduling, and onboarding functionalities. Don't forget to ask about the nitty-gritty of reporting and analytics: How well does the system automate tasks, and does it have advanced AI features? Can you access detailed hiring dashboards with clear-cut, actionable insights?
Also, consider the user experience for everyone involved, from candidates to hiring managers and recruiters. Does it have a steep learning curve?
Finally, I think you must also check out what integrations are available and the platform's capabilities, especially around security, mobile accessibility, compliance, and configuration options.
Of course, Kula ATS offers all these features and much more.
18. Do you have customizable career pages?
I believe we should never underestimate the role of impactful career portals in attracting good candidates. These showcase your company culture and inform candidates what they stand to gain.
In this case, Kula can create bespoke career pages, event pages, candidate portals, email templates, and offer letters that match your brand's look and feel, all without needing any help from IT or knowing how to code.
19. Does your ATS software support recruitment marketing?
Ask your vendor if you can post open positions on specialized job boards and social media channels and even integrate with Google Jobs Search to enjoy maximum exposure.
With Kula ATS, you ensure all your job postings reach a wider audience without switching platforms.
20. Does your system support email sequences?
I have seen many recruiters lose time tracking personalized communications with candidates. In my experience, the best solution is to unify all communications.
Kula ATS’s automation features let you customize notifications to keep everyone in the loop. Whether it's an email, a bell alert, or a mobile push notification, you decide who gets notified and when based on their role and the specific stage a candidate reaches in the hiring process.
21. Does your ATS promote diversity efforts?
As DE&I is taking center stage in recruiting, you should check if you can automatically track the diversity of your workforce and candidates.
An applicant tracking system that helps promote DE&I initiatives is necessary to ensure legal compliance, drive innovation, and foster a positive brand image.
Kula comes with features to help you reach underrepresented groups. You can track your company's demographic data as well.
22. Can I access custom reports?
Beyond the reports applicant tracking systems can generate for you, you must have the capability to customize custom reports based on specific metrics. So, ask your ATS provider about whether creating on-demand reports is flexible.
23. Are reports downloadable?
I consider the ability to export reports a must-have feature for presenting results to stakeholders. You can use Kula ATS to build, export, and schedule on-demand reports in CSV format.
24. How does your ATS streamline the offer and hiring process?
If you rely on a remote onboarding process, I think the ability to track the offer process of new hires will be immensely helpful.
Look for an applicant tracking system with a built-in library of offer letter templates and see if it can send offers via email from within the platform.
You can do all these with Kula ATS. Even better, you can modify the letters to increase the acceptance rate of your offer.
25. Does the system support candidate scoring?
Also, you should check if the tool offers candidate scoring. This helps you zero in on top performers, boosting efficiency and improving the candidate experience.
26. What AI tools are built into your system?
The best applicant tracking systems have AI-driven components to make accurate predictions and save time.
We have built Kula ATS as a native intelligent platform with AI and ML components built into platform architecture. This eliminates the need for complex integrations or ongoing maintenance. You can also leverage our intuitive features to predict candidate hire dates based on your funnel’s assessment and past hiring patterns.
Besides that, Kula has a free AI job description generator to cut down your copywriting workload, and as I’ve told you before, it also comes with an AI-powered interview note-taker.
27. Does your ATS help employee referral programs?
Based on my experience, encouraging employee referrals is one of the fastest ways to reach high-quality candidates. So, only settle for an ATS that makes referral management easier.
Employees can easily refer qualified candidates with Kula’s Referral Management features. They can directly submit referrals to specific job openings and track their progress. Unique referral links can be generated to share job opportunities on social networks, email, or within referral campaigns.
Our intuitive platform also clearly identifies referrals as leads and attributes them to the referrer, ensuring proper credit. Plus, to help you gauge the effectiveness of your referral program, generating and exporting comprehensive referral reports is just a click away.
28. Can you access a dashboard to track top referrers?
I consider the capability to track top referrers to be a great addition to your organization. This is why Kula’s intuitive referral portal can track and manage referral sources within the platform and update them as needed. A dedicated referrals dashboard allows you to identify your top referrers at a glance.
29. Does your platform support internal mobility?
My experience suggests we should never lose sight of our in-house talent. Internal recruitment programs enable hiring managers to retain top talent and encourage career growth and skill development.
With Kula ATS, post job ads internally and differentiate your applicants to tailor the hiring process better.
Candidate offer
30. Can I configure approvals within the ATS?
Configuring approvals can assist approvers in tracking candidate acceptance or decline. You can set up sequential and parallel approval workflows in Kula ATS for requisitions and job offers. This ensures ample oversight at every stage.
31. Can your system generate new hire forms?
A new hire form is required for onboarding and covers tax information, bank details, and legal agreements. You can automatically generate new hire forms with our ATS.
32. Does your ATS integrate with DocuSign?
I recommend you avoid moving across e-signature platforms to track if your qualified candidates have signed the contract. So, check if your applicant tracking system integrates with DocuSign for more convenience and faster onboarding.
Integrations
33. How does your ATS integrate with other recruiting tools?
This might seem straightforward to experienced recruiters like yourself. Always go for tools that offer the most extensive range of integrations. This solidifies smooth collaboration between hiring managers, key stakeholders, and recruiting agencies.
This is why we have fitted the Kula ATS platform with a comprehensive suite of pre-integrated recruiting tools to completely streamline your hiring operations. Go ahead and experiment with third-party services at no extra cost.
We also provide extensive integration options with major HR technology providers like Workday, SAP, Oracle, UltiPro, eVerify, and various background check providers.
For custom integrations, Kula ATS offers access to API endpoints, utilizing GET, PATCH, and PUT methods. Our platform supports bi-directional HRIS integrations via API, enabling user synchronization, core configuration synchronization, job synchronization, new hire data transfer, etc.
Running a global operation? We got you. Instantly post your jobs to 100+ job boards, including international, niche, and diversity-focused boards. You can also thoroughly assess candidates, conduct video interviews, and perform background checks within the platform.
34. Does your ATS integrate with Calendar apps?
You need an ATS that integrates easily with tools like Google Calendar, Outlook 365, Microsoft Exchange, and MS Office to improve your scheduling process. This will allow you to have real-time updates, automate notifications, and increase team productivity.
35. Do you have APIs?
Now, let me come to some vital technical elements you’d need. Application Programming Interfaces (APIs) are necessary in a modern ATS to enable seamless integration of the ATS with other tools. These can facilitate automated data syncing, improve the hiring workflow, and ensure data security.
Flexibility, control, and transparency are the values around which we’ve developed our platform. This is why Kula ATS is loaded with a robust suite of APIs designed to seamlessly integrate with your existing systems and provide you with comprehensive control over organization data.
With OpenAPI, partners can effortlessly integrate their solutions directly into the Kula platform.
For custom integrations, Kula provides RESTful developer APIs that will let you tailor the platform to your specific needs and develop bespoke applications, which are a must-have for a seamless experience for admins and users alike.
To ensure transparency and accountability, Kula also offers an audit API to monitor and report on events and actions within user accounts, creating detailed audit trails. In addition, the analytics API grants you real-time access to all analytic endpoints and data, which you can extract for further analysis and manipulation.
36. Do you have an official integration with LinkedIn?
We can all agree that accessing LinkedIn profiles without leaving your ATS platform will make your candidate sourcing process more seamless. For this, your ATS tool must have official integration with the largest professional platform.
Kula ATS boasts a preferred partnership with LinkedIn, offering seamless integration with LinkedIn Recruiter through the Recruiter System Connect (RSC). This helps your candidate sourcing and management, allowing recruiters to effortlessly export LinkedIn profiles to specific job requisitions with just one click.
They can also import InMail conversations and notes from LinkedIn Recruiter directly into Kula ATS, centralizing all relevant information.
To make for a consistent brand experience, any updates you make within Kula ATS are automatically synced back to LinkedIn.
Candidates also benefit from this integration, as they can easily apply or express interest in job opportunities using their LinkedIn, Indeed, or Facebook profiles or simply submit a resume from any device.
Besides LinkedIn Recruiter, for recruitment teams seeking to expand their talent pool, we have pre-integrated Kula ATS with powerful sourcing tools like Entelo.
37. Does your ATS integrate with social media platforms?
I also recommend going beyond LinkedIn, especially if to attract candidates from different age groups. Besides job searching platforms, make sure your job postings reach platforms like Twitter and Facebook so that you can build a diverse candidate database.
Kula ATS amplifies your job postings by automatically syncing with your company's Facebook page and enabling easy sharing on Twitter and LinkedIn. As I’ve told you before, our platform also integrates with Google Jobs Search for maximum visibility.
As for candidates, since they can effortlessly apply using social profiles or a resume from any device, it contributes to a superior brand experience.
38. Does your system integrate with multiple job boards and aggregate candidate information in one place?
I always recommend settling for an ATS that assists you in posting across free and paid job boards, which makes sourcing potential candidates faster. This way, you can pull candidate data from different challenges and grow your talent pool even for future hires.
So, don’t forget to ask your vendor how many job boards you can access through your ATS.
39. Can you access video interviewing tools from the platform?
Virtual hiring is incomplete without video interviewing tools to help you communicate with good candidates and evaluate their performance.
Make sure the applicant tracking system integrates with popular tools such as Zoom, Google Meet, Microsoft Teams, and others to help you manage your interactions in a single platform.
Messaging
40. Does your ATS track candidate interactions across stages?
Ensuring seamless conversations between you and your candidates is key in determining the kind of ATS to choose. Regardless of a candidate’s stage within the hiring funnel, you want to be able to send them direct messages, emails, and notifications through a single platform. With Kula, you definitely can.
41. Does your ATS manage passive candidates?
While job boards are essential, I suggest you don't overlook your ATS's ability to nurture talent pools of candidates who've already expressed interest in your company.
So, you must check if your tool can build a hiring workflow to automate email campaigns, newsletters, and updates to inform passive candidates about open positions.
User interface
42. Does your ATS have a steep learning curve?
In my experience, many excellent tools are often too complicated for an organization-wide use. Several top-notch applicant tracking systems have a steep learning curve that increases the timeframe for integrating it fully into your hiring activities.
So, after you’re done vetting the features, always check the learning curve so your entire team knows the overall user experience and how long it takes to figure out the software's features.
As for Kula ATS, our intuitive platform has an extremely low learning curve, and you don’t need technical teams’ intervention for day-to-day operations.
43. Can your ATS enhance team collaboration?
Watch out for data silos. Key members of the hiring team must access the entire database to offer quick and consistent communication and feedback. Team collaborative features are essential to help hiring teams automate messages and share notes and profiles within the ATS for better communication.
So, what can Kula ATS do when it comes to collaboration? Based on my experience with common bottlenecks, we’ve built the tool with team collaboration in mind. You can easily keep everyone in the loop by sending emails and push notifications about job updates and candidate actions.
Kula’s shared activity feed keeps everyone informed, and you can even use @mentions to grab someone's attention or hashtags to make information easy to find.
Need to share notes about a candidate? No problem—create private notes just for yourself or open notes for the whole team to see. You can also chat directly with colleagues or share candidate profiles for feedback.
That’s not all. Our ATS helps you stay organized by capturing both structured and unstructured feedback, providing a complete picture of each candidate. And whenever you log in, you'll see a handy list of notifications and quickly catch up on what needs your attention.
Implementation
44. Do you have a dedicated customer success team?
Now, let’s focus on implementation. My experience suggests that the ATS implementation process can be unnecessarily long, frustrating, and tough without a dedicated customer success team.
So, I recommend making inquiries to the vendor to see if they have dedicated POCs and experts who would be assigned to help you set up your applicant tracking system.
Kula ATS prioritizes a seamless implementation process led by our experienced in-house professional services team in partnership with your internal team. During implementation, we seamlessly import your data from legacy platforms, ensuring a smooth transition.
Upon request, we can identify and engage third-party partners. Our professional services team is also equipped to support global customer bases and platform rollouts.
We offer both on-site and virtual configuration and training workshops to support your team during implementation. Throughout this process, you'll have access to our dedicated support services via phone and email.
45. What is the average implementation speed?
Knowing how long it takes to implement an ATS fully will help you build a proper plan, update stakeholders appropriately, and help you prepare your team for the migration. Since the vendor has been implementing it for previous clients, you should ask for the implementation timeframe.
When it comes to Kula ATS, before we kick off any project, our teams provide a detailed statement of work (SOW) outlining project roles, estimated timelines, integration scope, fees, and any relevant assumptions for your approval.
We maintain open communication throughout the process, providing agreed-upon deliverables, end-user testing, and comprehensive training.
46. Are there set-up fees?
Beyond the amount you'd be paying to subscribe to a plan with your vendor, there’s a possibility that you might pay set-up fees during the implementation process. Confirm if the ATS you choose requires extra fees to remain within your budget.
47. What are the common challenges during data migration to your system?
I also suggest you be informed about possible data security and compliance challenges when migrating to your preferred vendor. Ask about customers' previous issues when moving from their old systems to the new ATS so you know how those problems were solved.
48. Do you offer support for multiple languages?
Depending on the diversity of your talent pool, you would like to know how many languages your ATS uses. If you are hiring a global team, you should also consider the languages in which your candidate-facing interfaces can be presented to ensure no qualified candidate is left behind.
49. What are the limitations of your product?
Of course, even the best applicant tracking systems are bound to have some limitations. In my opinion, discovering where your desired ATS tool falls short would help you assess how suitable it is for your team in the long run.
Technology stack
50. Is your ATS cloud-based or on-premise?
While most applicant tracking systems these days are cloud-based, I think it's still a good idea to double-check that you can access your candidate data from anywhere. Choose a system that fits how you run your business and how much control you want over your candidate data.
As a user-friendly, cloud-based platform that you can access from any web browser, Kula ATS handles all the hosting, maintenance, and security. You don't have to lift a finger. And with global cloud-hosting options, including the EU, US, Russia, and China, you can choose the location that best suits your needs.
I’d also like to add that your data's security is a top priority for us. Our multi-tenant system and robust authorization engine are backed by additional protections from our trusted cloud-hosting provider.
51. Does your system use multi-tenant architecture?
I recommend you ask the vendor if their system is multi-tenant. This means multiple companies use the same software but keep their data separate and secure. It's a popular approach for applicant tracking systems because it's cost-effective, scalable, and can be tailored to each company's specific needs.
52. Have you experienced data breaches in the past?
Although most vendors find this a sensitive question, you must know this. Be aware of the frequency and possibility of data breaches. In my opinion, this gives a clear picture of how safe your candidate's information is on the platform.
53. What security precautions do you take?
Before trusting an ATS provider, you need assurance that they can maintain data protection regulations. Knowing about the data encryption algorithms, access, and authentication process will help only authorized personnel access sensitive data.
Also, ask how often the vendor performs security audits and penetration testing to identify weaknesses within the ATS before escalating.
Kula ATS prioritizes your data security with robust encryption, multi-tenant data separation, and full compliance with GDPR regulations. Our platform and data centers are certified by ISO 27001, SOC-2, and other rigorous security standards.
To bulletproof our security, we've implemented redundant infrastructure, intrusion detection systems, and we conduct regular security tests to ensure the resilience of your data against threats.
Full disclosure from my end: in the extremely unlikely event of a breach, we guarantee notification within 24 hours.
54. How frequently are software updates made?
When an ATS vendor fails to schedule constant software updates, their users encounter issues when using the tool. Updates, including bug fixes, protection against cyber threats, performance optimization, and user interface improvements, help you understand that the vendor is committed to evolving with industry trends.
At Kula, we ensure that you’re not stuck with outdated software through our regular updates. Platform upgrades and new release information are provided to key contacts at least 30 days before deployment, allowing you to prepare and adjust accordingly.
55. Does your system come with mobile compatibility?
Based on my experience, you should not get tied to your desktop as a hiring manager. Check with your vendor if you can view candidate profiles, review resumes, schedule interviews, or even make hiring decisions – all from your smartphone or tablet.
With Kula ATS, you can manage the entire application process end-to-end, even from a mobile browser, giving you ultimate flexibility and control.
Besides, we have also released a native mobile app for both iOS and Android devices so that your teams can stay connected and productive on the go. Whether you’re on a phone, tablet, or laptop, the user experience is consistent and intuitive.
Our mobile app empowers users to rate candidates using text or voice recognition. From within the app, you can also search for candidates, message them, or even call them.
But even without the app, our platform is fully mobile-responsive, so job posts, ads, applications, and screening processes look great and function seamlessly on any device.
As for the candidates, they can apply or express interest with just one click, making the process quick and easy.
Training
56. Can your ATS vendor offer training?
In my experience, effective training is a must for your applicant tracking system’s ROI. Ask the vendor if they can handle that aspect instead of training your team members, which is great. This way, your team members gain first-hand information about the ATS and learn directly from the experts.
Kula ATS’s dedicated account managers proactively guide you through the platform, offering personalized training and ensuring a smooth transition with every new release.
During implementation, we provide user-specific and group training sessions on the platform, covering everything from basic navigation for hiring managers to advanced administration tasks.
To ensure a seamless experience, we offer multiple platform environments for testing during implementation, including production, testing, and training environments. After going live, you can opt for a Sandbox environment as well.
We understand that questions can arise at any time. That's why our help center is available 24/7 for platform onboarding, self-guided training, and troubleshooting.
For a detailed overview of our SLA, do visit our website or contact our support team.
57. How long does the training process take?
Whether you're offering hands-on or certification training programs, you need to know the timeframe of the training process so you can prepare your team members ahead of time. They can include it in their schedule and integrate it into their daily activities.
58. Are there ongoing resources for learning about your ATS?
In most cases, an ATS provider has online resources interactive demos, webinars, knowledge bases, and e-books that can give you a deeper understanding of the tool.
At Kula ATS, we also provide comprehensive training documentation, including frequently used terms, how-to guides, and detailed user manuals, ensuring you have all the resources you need to maximize the benefits of our platform.
We understand that different users have different needs. That's why we offer both onsite and virtual training resources tailored to all levels within your organization, as outlined in our statement of work.
If you need something unique to your organizational requirements, there are optional customized training packages for purchase.
Customer support
59. Do you have 24/7 customer support?
I’ve come across instances that led me to believe that customer support may become an unwanted pain point for many organizations. This is why I recommend confirming response times, even if an ATS provider claims 24/7 support. Regardless of your time zone, you should have access to prompt assistance whenever issues arise.
Your Kula ATS subscription includes basic self-service support (help center, knowledge base, forums) and the ability to submit support tickets. A dedicated account manager provides personalized guidance during business hours.
We also have regular account reviews to assess usage, adoption, and key metrics. The benchmark data helps you compare your performance to industry standards. We also have upgraded support packages with additional options in case you are looking for a more tailored experience.
60. How can I contact you if I have a challenge?
Don’t forget this final question. Knowing the channels of communication that a vendor adopts helps you assess whether they align with your preferences and the urgency of your needs. Therefore, I recommend you know the available options beforehand: if they can be contacted via email, phone call, live chat, and ticketing systems.
