Whether it is a a need for your current student information system (SIS), such as Datatel, Banner, etc., or a need for your current CRM (Recruiter, Slate, Radius, etc.), what do you think of the service you receive?
For most of these companies, when you have a need, you have to go online and submit a help ticket. While this model is very prevalent in tech-related support, there are only a few instances of fast response times. I've used Hubspot for my company and for a few clients, and i would suggest their support is unlike most others. 
I can call and speak to a support person directly (and typically wait 2-8 minutes on hold), or I can submit a ticket, and request them to simply call me within a few minutes.
Another all too common type of response is the "knowledge base." Every tech company wants you to read through lines and pages of forum Q & A's and product documentation. But if you aren't a tech-savvy individual, the product lingo can be intimidating and dramatically slow the process for you.
What about you?
Now, let's turn this over to our academic programs and student services. Is it possible your students have the same frustration with your institution as you have with those tech companies? Can they easily get in touch with you for the support they need, when they are available to reach out?
When responding, do you send links and attachments filled with much more information than they actually need?
Want more articles like this? How about 5 Tips to Handle Student Complaints
Do you have any way to track and follow-up after the resolution to a problem was provided to ensure they were able to have everything resolved? (We very often find a disconnect here - where a student's situation is considered addressed and resolved by the institution, but not by the student.)
Students rarely plan out their service needs and requests; they handle things when they have time. When they have to reach out for help and resolving the issue goes beyond what they expected or anticipated (whether or not it is actually their fault), they may become frustrated. The best service providers build that into their service models; they anticipate what problems can occur and address them with customers before the problem ever occurs.