SaaS Usage to Grow 19.5 Percent by 2016, but Customer Service Lags: Appointment-Plus Offers 6 Considerations When Choosing an Enterprise Software Provider
Scottsdale, AZ (PRWEB) July 30, 2013 -- Software-as-a-Service (SaaS) programs continue to grow in popularity among businesses, as evidenced by a Gartner report that predicts the industry will grow 19.5 percent worldwide through 2016.
Another report, however, shows that SaaS customer support lags behind this growth. According to The Enterprise Strategy Group, 57 percent of surveyed enterprise companies reported slow or unresponsive customer service from their SaaS provider.
For companies looking to implement SaaS in their operations, the above statistics reveal a vital consideration in the selection process: the need for superior customer support.
“While the original concept of SaaS technology was as a self-service offering, customer service was 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.”
Not all SaaS providers offer the same level of customer support. Here are six considerations when choosing a SaaS provider.
1. Live, 24-hour customer support.
While your company may have business hours, your SaaS application runs 24 hours a day. And if a development issue arises during off-hours, you’ll want the peace-of-mind that a live person can be reached to resolve it.
2. How to reach customer support.
Live support can come in the form of phone, e-mail or chat. Some offer one, while others offer all three. If this is a deciding factor in your decision, be sure to task. Don’t assume that a SaaS provider offers phone support when it really doesn’t.
Additionally, inquire on any additional charges associated with phone support.
3. Client communication.
You don’t want to left in the dark on any updates, new features, alerts and other pertinent information on your SaaS system. Ask the provider how it communicates with its clients. Common ways include direct e-mail, newsletters and internal system messages.
4. ‘How-to” articles and manuals.
Not every question warrants a customer support inquiry. Simple questions can be answered by referring to an online knowledge base or video library.
5. Dedicated support contacts.
Enterprise-level systems may require more specialized configurations or settings. And this requires dedicated support contacts who are familiar with your specific account. Ask the provider if they provide this level of support.
6. Industry references.
Learn firsthand the effectiveness of the provider’s customer support department by asking a current client within your industry. Be sure that the client’s SaaS system is configured similarly to how yours would be. This helps demonstrate how the software will work within your specific operations.
Lear how Appointment-Plus can improve your enterprise operations. Call 800-988-0061.
About: Appointment-Plus is a Scottsdale, Ariz.-based SaaS company and one of the 2013 CareerBuilder Top Companies to Work for in Arizona. They provide over 16 million people access to their online business management software, which specializes in appointment scheduling for customers, staff and resources.
For media and online journalists: Interested in interviewing our executives regarding future business-to-business online software technology or quotes for guest articles? Please email us at erichard(at)appointment-plus(dot)com.
E. Richard, Appointment-Plus, http://www.appointment-plus.com, 480-483-1199, [email protected]
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