The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
Beginning around 1980, with the proliferation of threaded-message discussion forums on CompuServe covering a variety of hardware and software technology products and companies, to today’s multifaceted social media, the concept of tapping a customer base / community for customer support purposes has a long history.  Some companies have been very successful, and others have seen the opposite outcome.  Along the…

Continue Reading »

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?

Continue Reading »