What if I told you that you could take your support phone off the hook, and there would be no consequences? Wait, wait… don’t do it now!
Recent articles have suggested that phone support at SaaS companies is more important than ever. I believe this ignores the reasons customers call for help in the first place. The fact is, most customers wouldn’t blink if you remove your phone and direct them to a great support site.
Most of us picture a typical tech support rep of the ’90s, wearing a headset, telling you what they can’t do from within a dimly lit cubicle. These call centers were the golden standard of support at a time when there was no other way to connect with a customer remotely. (more…)