The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
The Battleship History is full of examples of what ultimately happens to those who cannot adapt to changing circumstances. The end of the dinosaurs. The buggy whip and carriage manufacturers of the early 1900's; where are they now? The USS New Jersey class battleships and the Japanese Navy's Yamato and Musashi -- these ships were awesome weapons platforms in their time, as finely built as any traditional Swiss watch -- but what role do battleships and their admirals have today? How about mainframe computer people; do you know of any highly-paid openings for senior COBOL programmers this week? The lesson is clear and inexorable: those who can recognize paradigm shifts and adapt tend to survive. Those who can't, don't. To which class do you belong?

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For SaaS companies, where the application and its data resides out on the web instead of on the local PC, the support burden is less -- and that means lower headcount in the customer contact center. Why? Because the shift to the webtop promises to sharply reduce the impact of the Windows operating system and lower the volume of support requests. What will this mean to companies and support professionals?

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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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