The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
While their Marketing and Support professionals continue to explore the usage and management of social media, there is a much larger challenge to be faced by SaaS/Cloud firms — and all other technology players as well.  The implications of the changes in our general culture over the last 25 years are not limited to those two disciplines in the technology…

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What is the SaaS Support Model? is a question that brings visitors from around the world to The HotLine Magazine every day.  There are several variations seen in the search strings:
  • SaaS Support Structure
  • Tracking SaaS customers
  • saas customer support
  • support model for a SaaS product
  • customer advocacy and support saas
  • A complete answer to the question must address several…

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    The e-mail was very specific, beginning with the subject line. Warning!! Don't Use [Product-X]'s New Upgrade -- High Risk of Data Loss!! Inside, the warning text alerted me that the latest “upgrade” for a certain vendor's software product was very flawed. Using it would put your existing notebook data at risk of contamination. Unfortunately, there were two aspects of the message that I found very troubling. The first was that it came too late -- I'd already installed the upgrade and had indeed lost data because of using it. The second was that the e-mail didn't come from the manufacturer.

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    It's time for a change, for something new to be added to the Contact Center Technology Suite. Currently, there are at least 70 manufacturers of what might be called Case Management Systems for customer contact centers. A good CMS resource is a requirement for any customer contact center that wants to be effective. However, the implementation and use of a CMS application, while it can help you to manage cases, will not guarantee effective management of the center itself. It's time for a change; are you ready to be a part of it?

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