In a SaaS or subscription environment, there’s almost nothing more important than the quality of the customer service (or “customer success,” or “the customer experience”–I have no dog in the fight ...

When a company hands over control of its mission-critical software environment to a SaaS provider, the SaaS customer support organization essentially functions as an extension of the customer’s IT ...

I've been tasked, for my sins, with standing up a proper customer service / customer support structure for our products. Some are mission critical, and will require 24/7, others are not. Current ...

Be easily reachable, answer their common questions and document areas that have room for improvement. Hire suitable representatives with a technical understanding of your products, keep a unique ...

These days, when I have technical question, I reach for Google long before customer service. What if customer service could reach for Google? Salesforce.com just launched a new customer service ...

It’s important for humans to be part of a community — vital even. Communities have been behind the scenes throughout human history, synthesizing and refining our visions of the future. Naturally, ...

What’s the difference between a non-technology company building a customer-facing app and a tech company building and supporting a software-as-a-service (SaaS) product? One might suggest differences ...

When a customer purchases software-as-a-service (SaaS)–which is sometimes called a “cloud” service or product–the software is not hosted. It does not reside at the customer’s location or data center.