The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
There is a tendency for some SaaS/Cloud vendors to think that Customer Support is the same as it was in the traditional sector, only with less demand and therefore a significantly lower staff. The core of that mis-perception is that Support is an unfortunately necessary evil, the group that only deals with problems resulting from breaks and interruptions in service…

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Underneath the brave new world of SaaS / On Demand, there lurks an ugly little secret. Nothing has changed for the customer calling the customer support contact center, or for the rep that answers the call. The traditional perception of Support as being about Break/Fix still rules. The quality of support hasn't improved -- and it never will until the old Break/Fix model is completely replaced.

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