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:
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A complete answer to the question must address several…
For generations of customers and customer support representatives alike, the experience of trying to work together to resolve a problem over a phone line has often been extremely frustrating and unsatisfactory even when ultimately successful. I remember countless episodes from my own days many years ago as a support rep, telling customers “Now enter this command, and then tell me…
The process whereby a company selects contact center technology tools, such as a case management system, is clearly broken. The deck is stacked against success. The functionality that is most needed, that would help centers to be run effectively and profitably -- and their customers to be properly served, is not even being offered. It's time for a change, a new approach. What the industry needs is a better way to select and deploy customer contact center management technology, one that will be focused on profitability and enable authentic customer centricity.
Despite the advances in contact center technology, especially the new and highly configurable On Demand / SaaS systems, the cost for implementation of the tools can still be a significant if not the major portion of the total budget. Why? It's typically not the fault of the implementation firm; they deliver what they are asked to produce. The problem is at the customer end of the deal, where system specifications are done without regard to overall corporate profitability goals.