If you read Rob Chrisman’s commentary, and who doesn’t, you know that Usherpa is often featured in his newsletter. We’re proud to be there, as it’s one of the most widely-read newsletters in our industry.
But recently, we wrote about something that really sparked a lot of interest.
While we typically receive a fair number of clicks whenever we are featured, the link about our live support approach generated six times as many as normal. That was a big surprise, but in hindsight it probably shouldn’t have been.
Lenders were just sending a very clear message: in today’s mortgage technology landscape, live support isn’t just a nice-to-have—it’s what professionals are desperately seeking.
The Support Crisis in Mortgage Technology
Ask any mortgage professional about their biggest frustration with technology vendors, and poor support is likely to top the list. The industry is littered with examples of unresponsive providers who seem to disappear once the contracts are signed.
One particularly telling example came from a recent conversation with a lender who had switched from another technology provider. Despite giving the required three months’ notice of their contract cancellation, they didn’t hear from any senior executive until three months later—long after they had completed their transition to a new platform.
“What? You’re leaving?” the executive asked, seemingly unaware of the notice given months earlier.
“Yeah, that was 3 months ago,” the lender replied. “We never hear from you.”
This complete lack of communication from technology partners has become a source of intense frustration across the industry. When lenders rely on these systems for their daily operations, this neglect doesn’t just create annoyance—it impacts business performance.
What Real Support Looks Like
At Usherpa, we’ve taken a fundamentally different approach to support. While others in the industry have moved toward automated systems and offshore call centers, we’ve doubled down on accessible, knowledgeable, live support from professionals who understand the mortgage business and our software.
Our support philosophy is built on three core principles:
1. Immediate access to human staff members
2. Proactive communication rather than reactive responses
3. Follow-through until issues are fully resolved
The overwhelming response to our commitment to live support confirms what we’ve always believed: in an increasingly digital world, human connection and responsive support are more valuable than ever.
For mortgage professionals operating in a high-stakes environment where every loan matters, knowing they can get immediate help when issues arise isn’t just about convenience—it’s about business continuity and customer satisfaction.
As one of our clients recently put it, “In this market, I can’t afford to wait days for a support ticket to be addressed. When I call Usherpa, I get a real person who knows my business and solves my problem, often while I’m still on the phone.”
If your current technology provider leaves you feeling abandoned when issues arise, it might be time to experience the Usherpa difference. Our commitment to exceptional live support isn’t just a feature—it’s at the core of who we are.
Ready to work with a partner who’s actually there when you need them? Contact us today to learn more about how Usherpa’s approach to support is changing expectations across the industry.
