The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
A consistent theme of this series of articles is that The Best Support Call of all was the one that was never made because the product didn't generate the need for it. I've been advocating that basic reality for all of my career, and yet still encounter obvious examples of companies shooting themselves in the foot, wasting money and reducing customer loyalty. While there are times that you definitely want to talk directly with your customers, forcing them to engage in unprofitable and unnecessary conversation with a support rep isn't one of them. Are you throwing money away and discouraging customers in your company's contact center? Are you sure?

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The best Support call of all is the one that was never necessary in the first place because the product didn't generate the need for it. However, only buying high quality well-designed products is not a guarantee that you'll never need to call the manufacturer's customer support contact center. Here's what happened on a recent expedition into SupportLand, and the discovery that there is more to being Product-centric than building excellent hardware. Is this happening in your contact center? Are you sure of your answer?

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