Serena Software recently selected Google Apps Premier Edition for its messaging and collaboration needs, saving more than $750,000 and countless IT hours. Members of Serena Software will be available Thursday, June 18, to talk about the experience in a live webcast.
I came across this interesting discussion happening on LinkedIn about how SaaS vendors can measure whether their customer service is successful or not?
One metric mentioned is that every user of your service is a potential user needing support.
So if a small amount of your users are actually asking for support and this ratio of users v/s users asking for support is reducing then maybe your product is user friendly and the customer service provided is successful.
Another organization tracked how many support requests did not reach the right people in their organization, and secondly how many support help cases were not documented. This gives us an idea about how to organize a support system within a SaaS company so that user feedback is well received and accessible even at a later date.
This feedback can tell the company which way to upgrade its product and also give invaluable user insight.
How do you measure your customer service?
Just took a look at the searches for SaaS on Digg and Google. Very clearly both are increasing year to year…
Digg Search
Google Search
In a market with many vendors offering similar services, what sets a SaaS company apart?
It could be great customer service! This is true for any business, though maybe SaaS companies, since managing one code-base are better poised to spend time in building long term relationships with their customers.
Netflix, just showed an awesome example of great customer service! It left the user feeling 100X better!
A survey conducted by Springboard research has announced the results of its study on Asia-Pacific SaaS. It predicts SaaS ERP (Enterprise Resource Planning) in the Asia Pacific (excluding Japan) to rise from US$35 million in 2008 to US$193 million by 2012.
Read more about the Survey here.
