Rethinking Software Product Support in the As-A-Service Economy
It’s hard to overstate the importance of product support to software and high-tech companies. Good product support helps in customer satisfaction and influences purchase and repurchase decisions. Most companies outsource product support. But, whether in-house or outsourced, improving product support typically means adding headcount or seats, which will increase costs. Adding seats may improve responsiveness but may not improve customer support effectiveness. There has to be a better way to do it.
Enter the As-a-Service Economy, in which product support can be reimagined and existing product support process can be disrupted. This PoV reimagines the software product support in As-a-Service Economy.
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