The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
tssf-print-6x3inThe SaaS tsunami has had profound impacts upon the software industry, and it isn’t over yet — especially for Support, where it’s just beginning.  While traditional software vendors and their customer contact center teams desperately struggle to keep ahead of the expensive floods of “It’s Broken; Fix It NOW!” calls, Support in SaaS companies is different.  A new era has…

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Since the beginnings of the software industry, Sales has claimed to own the customer relationship. Under the traditional premised-based model, the connection between company and customer is almost invariably transactional in nature, an exchange of up-front money for software licenses. Sales gets their commissions, and has but little interest in the customer afterward. The burden of extracting value from their…

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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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