Customer Service Gets SaaSy!
August 11, 2009 by Yuval Brisker“As products commoditize, the world becomes flatter, prices go down, what’s left? Well, it’s how we take care of our customers. Companies are wrestling with how do they match constrained budgets with this need to increase customer satisfaction.
“We’re finding that consumers want choice in how they contact a company. All the avenues have to be open, whether it’s chat or e-mail or phone. In fact, consumers are differentiating less. They might start an interaction via e-mail and then escalate to a phone. So companies need systems in place”
The idea of a flatter world means that customer service differentiation strategy and execution is going places never before seen by a CRM system … (This is good news for the consumer).
And, at the end of the day, like mobile computing and communications, there is a sense of impending ubiquity in the world of enhanced customer service powered by on-demand software. Let’s face it — now that we have SaaS that can provide companies of any size with a solution for enhanced customer service – what makes the big guys stand out from the small guys? And vice-versa? Customer Focus and Choice.
Customers expect and should get both.
