Jeff Kaplan - The Maturation Process of SaaS Support
Jeff Kaplan Think IT Services, one of the prominent speaker on SaaS currently has written an interesting post on the maturation of SaaS Support. As people more their work online and use different types of services and apps, its going to more and more important for SaaS vendors to have a full-service support plan - email, phone, live chat, 30 days for free trials etc. He mentions:
“The success of on-demand services is predicated on the speed at which vendors can acquire new customers and the rate at which they can retain and grow these accounts. Put another way, on-demand service providers cannot afford customer dissatisfaction, abandonment and churn.”
Hence, support is going to be vital. At DeskAway, we currently provide email support (moving on to phone very soon) with personal replies to all our growing customer base. In order to build better relationships with people online (whom you don’t even meet) I am very interested and curious to see how the process of support matures within SaaS companies.
Read Jeff’s The Maturation Process of SaaS Support article.
