Payroll Customer Support: Who Do I Call?
A couple of years ago, I joined a mobile bank. I got a cool-looking new card in the mail and enjoyed the early direct deposit and cute branding and user interface.
The customer service has been sickening. I went through several different numbers. There’s no live chat or direct help. You feel stranded and stressed when a strange charge shows up on your account or your debit card splits in half.
So, I drove down the street, sat across the desk from someone, and opened an account with a local bank. It took me 15-minutes and I got to speak to a real human being. And a nice one, too.
What’s the difference? Well, I know that if I have any issues, I can call or visit my local bank and fix it immediately. I know that they recognize me and ask about my life and how I’ve been. And I trust them to take care of me.
One-third of consumers say they would consider switching companies after just one instance of bad customer service.Source
At some point in your life, you’ve waited to speak with a customer service representative for hours. And then you hear the devastating “beep beep beep” or the cold, automated, “We’re Sorry…”
As a business owner, you know how powerful customer service is. After all, the average American tells 15 people when they’ve had a poor experience.
Your reputation precedes you – now more than ever – thanks to social media. Not paying your employees or receiving a notice from the IRS isn’t just frustrating – it threatens your livelihood, your teams’ trust in you, and your reputation.
If you’re searching for a new payroll provider, customer service should be a primary influencer in your decision. Whether you’re a start-up with tons of questions, or a seasoned owner with years of experience, the right support team can help make or break your business.
At Whirks, serving our clients and providing white-glove customer service is our top priority as a payroll provider. We know how stressful running a business can be – and trying to figure out the right number to call distracts you from your purpose as an owner and the leader of your team.
In this article, we’ve aggregated the data and outlined the major payroll companies, their customer service ratings, and the actual number to call if you need to get in contact with their support team.
Customer Service Data
In order to provide you with the most accurate information, we aggregate our data from the following resources:
- G2 (software reviews)
- Capterra (software reviews)
- Get Human (customer service reviews)
- Merchant Maverick (reviews & ratings for small businesses)
I clicked through each website in order to understand the frustration that you may feel as a business owner trying to resolve an issue quickly.
Additionally, I filtered through employee reviews on Indeed. What was working as a customer service agent like at these companies? Were they equipped with proper training?
The following list of payroll providers share this similar customer service model:
- You visit their customer support page.
- You are guided through a list of FAQs.
- You are provided a chat line, email, or number you can call.
Let’s break down what customer service looks like with the top national providers.
ADP Workforce Now
4.2 out of 5 stars (Capterra)
3.8 out of 5 stars (Indeed)
Live Chat: Mon-Fri, 7:30 am to Midnight EST
ADP writes 1 in 5 of the world’s paychecks – making them the oldest payroll provider in the country. Their size enables them to serve companies and enterprises with international employees and global compliance concerns.
According to its online reviews, ADP’s biggest issue lies with the employees of a business: not receiving the right paycheck, not receiving it at all, or trying to obtain pay stubs appear to be consistent problems with this provider.
Customers report that the support team is helpful, but getting answers to your questions takes time. According to one user, it took a day to receive a response via email, and around 20 minutes to speak to hear a human voice.
Capterra: 4.2 / 5
Indeed: 3.9 / 5
Phone Support: 1-800-580-4505
Similar to their lack of pricing online, Paycom isn’t very upfront about how to contact customer service. You land on a support page, choose who you are (prospect, employer, employee) and then you’re taken to an FAQ page – with no contact numbers.
Several customer reviews explain their struggle with getting questions answered and their high account specialist turnover. However, according to G2 reviews from small business owners are generally very positive.
4.2 out of 5 stars (G2)
3.6 out of 5 stars (Indeed)
Phone Number: 1-877-273-2510
If you select Paychex Flex (designed for 10-49 employees), you’ll receive a dedicated representative that you can contact with questions. However, several users have complained about high representative turnover, and never speaking to the same person twice.
4 out of 5 stars
4.1 out of 5 stars
UKG does not offer an assigned payroll specialist to your account. Several reviews complain about being redirected to a call center and struggling to speak with a customer service rep.
However, users praise UKG for their training and education. If you have the time or you have a dedicated employee who can invest in learning, it may be the right fit for you and your team.
4.3 out of 5 stars (Capterra)
3.5 out of 5 stars (Indeed)
Monday through Friday, 6 am — 7:30 pm CST
Paylocity users struggle with finding answers to questions quickly. However, Paylocity assigns you a dedicated account representative that knows your name and works with you on issues, and provides a thorough response.
Ceridian Day Force
4.3 out of 5 stars (Capterra)
Dayforce HCM by Ceridian generally has very favorable reviews regarding customer service. Many positive reviews, however, do complain about the implementation service is frustrating and inconsistent.
4.5 out of 5 stars (Capterra)
4.2 out of 5 stars (Indeed)
Hours: Monday-Friday, 6am-6pm PST
Saturday, 6am-3pm PST
Quickbooks is an established software that empowers you to manage your books, file taxes, and pay your employees. If you’re a business owner, you have probably used QuickBooks at some point.
With Quickbooks, the service you receive is dependent on the price you want to pay. For example, Quickbooks Advanced assigns you a dedicated customer success manager.
Service that serves you best.
Every business owner’s needs look different. If you own a company that’s growing quickly and you have staff dedicated to administrative tasks such as payroll and HR, your employees may value a live chat feature. If they know what they’re doing, their requests may not be as urgent.
However, if you’re a small business owner and the administrative tasks are falling on your shoulders, it may be worth your time to partner with a payroll provider who can provide you with tailored customer service and a dedicated customer support representative.
At Whirks, we do not offer a live chat feature or 24/7 phone support. We close at 5 pm and stay closed on the weekends.
But we can promise you that our team will know you by name and help you navigate through any issues that arise, via phone or email. We want to give you the peace of mind that enables you to kick back and enjoy your weekend.
Check out this article on the top 5 payroll providers for small businesses to see which makes the most sense for you and your team.