Seven Ways SaaS Providers Should Improve Their Service

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Manage Customer Requests by Urgency, Not History

As customer service has become more automated and efficient, it's a natural process to categorize tickets in terms of similar past issues. But oftentimes, there are customer issues that need to be prioritized and managed above and beyond a historical categorization. It's also necessary that service teams be transparent and forthcoming with any potential issues, in order to build a customer's long-term trust.

The hidden reality in the SaaS community: It's not the software, but the service that differentiates cloud providers in building quality customer relationships. So while many providers spend their time and resources improving the feature functionality of their software, their customers are focusing on expectations of the consistent quality of service delivery they've come to expect from traditional providers.

Beyond being expected by today's customers, service is now an essential. With up to 90 percent of buying decisions made before engaging with sales, according to Forrester, SaaS customer relationships are won and lost by the quality of experience they deliver.

In this slideshow, SAP's head of HR Line of Business Mike Ettling shows how SaaS companies can make the "service" side of business the hero of their customer relationships, gaining customer loyalty and improving the bottom line.


Related Topics : Vulnerabilities and Patches, Resellers, Broadcom, Broadband Services, Supercomputing

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