How Good is Your Scheduling Software Provider’s Customer Support? 6 Questions to Ask when Selecting an Enterprise Cloud Computing Service, by Appointment-Plus
Scottsdale, AZ (PRWEB) July 26, 2013 -- According to Gartner, the worldwide Software-as-a-Service (SaaS) market will grow 19.5 percent through 2016.
Conversely, a report by The Enterprise Strategy Group shows that 57 percent of surveyed enterprise companies reported slow or unresponsive customer service from their SaaS provider.
Combined, these figures reveal an important lesson for large companies considering SaaS: The continued popularity of this technology will require greater scrutiny of providers’ customer support.
“While the original concept of SaaS technology was as a self-service offering, customer service has become increasingly important to both vendor and client,” said Stephen Booze, CIO of Appointment-Plus enterprise appointment scheduling software. “Having an effective, U.S.-based customer service program in place has helped distinguish us from our competitors.
“In addition to system features and functionality, customer service and system training should be at the top of the list for enterprise organizations researching SaaS providers.”
Here are five questions to ask a SaaS provider before choosing them:
1. Do you offer live, 24-hour customer support?
The ability to reach a live person when needed gives you the peace-of-mind that any development issues that arise will be resolved promptly.
2. How do I reach customer support?
Is it only by e-mail? Do clients have options for contacting a customer support representative, such as by phone? If so, is there an added charge?
3. How do you communicate system updates, new features and other information to clients?
Established providers will send these in advance of system updates and changes.
4. Do you provide online resources, such as ‘how-to’ articles and manuals?
An online knowledge base or video library is convenient for getting quick answers to simple questions or for system training.
5. Does your enterprise package offer dedicated support contacts?
Having a support representative familiar with your system’s configuration can help ensure quick response and resolution of questions and issues.
6. Can you give me a few references within my industry?
Ask for a list of current clients with exact or similar system requirements. This helps demonstrate how the software will work within your specific operations.
Learn how the Appointment-Plus enterprise scheduler can grow your business. Visit http://www.appointment-plus.com/scheduling_software/enterprise_online_appointment_scheduling_software.php. Call 888-772-6746.
About Appointment-Plus: Appointment-Plus is the number-one scheduling solution for enterprises worldwide. Its enterprise package provides high scalability, system integration and API Web services. Clients receive 24-hour live support and dedicated contacts.
For media and bloggers: If you’re interested in interviewing an executive to learn more about Appointment-Plus, please e-mail us at erichard(at)appointment-plus(dot)com. If you’re a blogger interested in sharing stories and guest articles, please contact us at the above e-mail.
E. Richard, Appointment-Plus, http://www.appointment-plus.com, 480-483-1199, [email protected]
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