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.
SaaS enthusiasts claim that support necessarily must be better in the SaaS world because the customer could switch vendors at any time. But where's the proof of that superiority in support quality? Failing to properly set customer expectations can be costly, but there's a huge competitive advantage waiting for the SaaS vendor who can prove their right to the crown of quality customer support.