%20Black%20%26%20Green%20Gradient%20Logo.png?width=260&height=98&name=GovConPay%20(GCP)%20Black%20%26%20Green%20Gradient%20Logo.png "GovConPay - Payroll & HR for Government Contractors")
Top-Notch Customer Service Provided by Experienced HCM Specialists
How We Deliver Industry-Leading Customer Service in Payroll & HR
Average Hold Time Less than 60 Seconds
of Support Cases Resolved in First Contact
Average Answer Time for Phone Support
A Reliable Support Team When You Need Them the Most
Nobody enjoys reaching out for support. However, with GovConPay on the other end, you’ll always encounter knowledgeable staff, quick solutions, and a warm smile.
Our 3-Step
Support Process
Step 1: Open a Support Ticket
Call or email support to automatically generate a support ticket. You’ll receive an email confirmation that your ticket was created and will be provided with a Case ID number.
Step 2: A Specialist is Assigned
You will receive an email update alerting you that your case has been routed to a Support Specialist who’s an expert in your area of need.
Step 3: Receive Collaborative Support
Your Support Specialist will reach out to you personally, either with an immediate solution or to gather additional information until you’re satisfied that the issue is resolved.
Earning First by Putting You First
Our Customer Satisfaction Ratings
Superior service sets us apart, but you don’t have to take our word for it. Our clients consistently give us top marks from implementation to ongoing support.
Implementation Satisfaction
Client Retention
Net Promoter Score
Treat yourself to the stress-free support you deserve.
Frequently Asked Questions
What support channels are available?
Clients can reach our dedicated support staff by email or phone. Self-help options, including our Client Resource Center and the isolved University, are also available.
Call support at (855) 964-5052.
Email support at support@govconpay.com.
What are the support hours?
Business hours for our support team are every day from 8:30 am EST - 8:30 pm EST. If you call outside of business hours (8:30 am EST - 8:30 pm EST), leave a voicemail, and we'll call you back asap!
What is the average response time for support requests?
We pride ourselves on promptly handling all of your requests. Over 33% of support cases are resolved within the first call or email to us about the issue.
On average, our Support team picks up the phone within 12 seconds and on the rare occasion that our clients are placed on hold, they wait less than a minute for the undivided attention of our dedicated experts.
Will we have a dedicated account manager?
Every GovConPay client gains access to a team of experts, with specialists dedicated to taxes, benefits, general ledger, retirement, and more. Clients with large teams utilizing several GovConPay products or services may be assigned an additional Executive Relationship Manager to help route their support requests.
Is there a self-service knowledge base or online help center?
Absolutely! Self-help options, including our Client Resource Center and the isolved University, empower our clients to answer common questions independently and help them achieve proficiency with the isolved platform.
What training is provided for new users?
Our Implementation team will get new clients set up in isolved and show them the basics. They will also gain access to our Client Resource Center and the isolved University, which offer tips and tutorials on how to start strong in isolved.
We also offer expert-led employee self-service training to help you train your new employees on isolved more quickly and thoroughly.
How do you measure and improve customer support quality?
We always aim to exceed our clients’ expectations. To ensure we’re providing the support they need, we regularly send out surveys that ask one simple question: How likely are you to recommend GovConPay to a friend or colleague?
These Net Promoter Score (NPS) surveys let us know if we’re providing the gold standard of service we pride ourselves on. We are happy to report a support NPS score of 83, well above the average score of our competitors.
Clients are also invited to leave comments about their experience during the survey. We use their feedback to improve our processes and reward team members who go above and beyond.
What is your customer satisfaction rating?
We’re proud to have a 98% implementation satisfaction rating, 94% client retention, and a support NPS score of 62.