Best Practices for Support & Operations
Implement best practices to enhance support and operations for a seamless payroll experience.
Overview
Efficient support keeps your support traffic low and empowers Employers to use Check’s payroll solution seamlessly. This guide outlines best practices—validated with other Partners—that improve the Employer experience and minimize escalations. Recommendations cover:
- Product
- Payroll processes
- Support
Product
Automate proactive communication
Ensure automated notifications (email, text message, etc.) are enabled. Check is beta-testing a white-label email solution and plans a broader release soon. Send notifications for:
- Payroll approved (include onboard status to avoid Company blocking)
- Employee and Company onboard status
- Missed paydays
- Payment failures
- Bank-account validation failures
- Upcoming holidays
Surface the “Applied-for” report
Provide Employers the Applied-for report so they can address missing Tax IDs before filings fail. The report returns a CSV or paginated list of jurisdictions where the Company’s Tax ID is marked Applied-For.
Expose tax-filing status and errors
Use the Tax Filing API to show the current state and event history for each filing period, enabling Employers to resolve issues quickly.
Default to standard payroll
Build an exception-based workflow: pre-populate each payroll with default values and require the Employer to update only changes for that period.
Enable self-serve payment retry and refunds
Integrate the Payment Retry and Refund APIs so Employers can initiate retries for failed Employee payments and refunds for Employer debits.
Highlight missing required inputs
Leverage the Requirements API to list any outstanding items the Employer must complete.
Allow Employers to manage critical details
Provide UI that lets Employers:
- View pay-history details
- Add or edit benefits, post-tax deductions, and garnishments
Without this access, Employers must open support cases for routine updates.
Disable unwanted auto-replies
Turn off any automated replies sent to support@checkhq.com.
Payroll processes
- Review all notifications from Check and forward relevant items to Employers (for example, year-end deadlines or 2 % Shareholder checks).
- Send verification reports before the first payroll and request a formal sign-off from the Employer.
Support
Best practices
- Maintain standardized process documentation and apply it across all support sub-teams.
- Use ticket or email templates (macros) to improve consistency and efficiency.
- Publish an external knowledge base for Employers. Thorough, searchable content can deflect 20 – 60 % of cases.
- Offer chat and chatbots for additional case deflection. If an email thread goes back and forth more than twice, call the Employer instead of sending another email.
- Route all communications—emails, cases, tickets—through a single CRM for full visibility across the Company’s journey.
Last updated on June 30, 2024