The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
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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    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…

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    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.

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    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.

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