Think about the last time you called a company’s support line and faced long hold times, unhelpful answers, or automated messages that didn’t solve your problem.

Frustrating, right? 😤

Now imagine that happening while you’re serving a family. You’re trying to finish paperwork, create a contract, or set up an arrangement in your software, but you hit a roadblock.

You’re left waiting for help, while a grieving family is left waiting on you.

That’s why choosing the right funeral home software is more than just selecting a platform with the newest and most exciting features. It’s about choosing a team that will help you once you start using the software.

The right support team can be the difference between smooth day-to-day operations or constant stress and frustration.

Here are 4 non-negotiables to look for in a funeral home software support team.

1. Easy to reach

Everyone has a customer service horror story, but the stakes are higher in your funeral home.

Your support team must be easy to reach and quick to respond. Whether you prefer phone, email, or messaging, you should always have a direct way to get the answers you need, without long wait times or unhelpful answering machines.

At Passare, real people answer your calls (no robots or endless hold music here!) In fact, one of our customers summed it up best :

“Passare support has been great. I'll call them to help me update, add, or change a form. And anytime I send a request in to support, they get back to me right away. The reaction time has always been outstanding, and even when I submit a more complex request, their turnaround time is always great for those, too."

– Skip Phelps, COO at Spring Grove Funeral Homes

#2: Helpful resources and training

Learning new software or rolling out new features can feel overwhelming without the right support. You shouldn’t have to figure everything out on your own.

That’s why access to on-demand training and resources is a must-have. From quick start guides to step-by-step tutorials and how-to videos, your support team should make you feel confident using your software.

Passare customers have access to hundreds of resources in our Knowledge Base, plus live onboarding and training from our team. And if your staff wants to learn a new feature, we’ll help you get them up and running.

As one of our Premium Support leaders shared:

"Recently, I had a client call and ask to change a price list item while I was in the car driving to lunch. Instead of telling him I would make the change when I got back to the office, I walked him through how to make the change on his own. I was able to solve the issue right away and teach my client how to make the change on his own. Now, he is empowered to make those changes and move on to his next task quickly!"

- Julie Hofmann, Director of Premium Support

#3: Helpful, friendly, and always listening

When you call support, you’re usually under pressure. The last thing you need is a short or unhelpful response.

Friendliness and empathy are essential. A great support team understands your stress and responds with patience and clear direction.

Many of our customers say our support feels more like calling a trusted (really tech-savvy) friend than a corporate call center. We also provide opportunities for customers to share their ideas directly with us through the Passare Idea Portal. This feedback goes straight to our product team and helps us shape new features, bug fixes, and improvements.

Support is about more than solving problems. It’s about listening, building relationships, and making sure you feel heard.

#4: Premium support options that go above and beyond

Of course, standard support is essential to running your funeral home. But sometimes, you need a little more. 🤩

Maybe you’re growing quickly and want a personalized rollout plan. You might want faster access to new features. Or perhaps you just want a dedicated point of contact who knows your business inside and out.

We can help with that. 👏

With Passare Premium Support Services, you’ll get:

• Dedicated team members who know your business and answer quickly.

• Personal chat channels for quick questions anytime you need.

• Personalized roadmaps and training built around your goals.

• Early access to new features with the chance to provide feedback.

• Planned check-ins so you’re always up to date and cared for.

• Customized feature setup so you can roll out features at your own pace.

Our Premium Support offers you the best of basic support but way more awesome. Because at the end of the day, our focus is on creating a lasting partnership that helps your funeral home thrive.

Great software means nothing without great support.

Your families rely on you every day. You should be able to rely on your software partner the same way. 👍

When you’re picking funeral home software, don’t just ask about features. Ask about the support team. The right team will be easy to reach, provide helpful resources, listen to your feedback, and offer premium services when you want extra support.

Success with software means success with families, and you can’t achieve that without the right people in your corner.

Get a demo today by filling out the form below. Work with a team that will go above and beyond to make sure you get the help you need.