The FT Word The FT Word is a free monthly newsletter with support management tips. To subscribe, send us email with your email address. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers. …
I just talked to a vendor who routinely provides 24×7 support (since its products tend to be used in mission-critical applications that mandate support around the clock) but is getting push-back from the customers of a particular product, who don’t …
As we discussed last week creating a special collection of knowledge base documents for premium customers may not be a great approach — but there are other ways to provide premium levels of service online. Here are some ideas, in …
When building premium levels of support the focus is typically on assisted support features: longer support hours, faster response times, assigned support engineers, etc. But does it make sense to also include additional self-service features such as access to premium …
Selling support is different from selling products in many ways but one difference is inescapable: it’s hard to sell support for product X to customers who don’t already own product X. In other words, your pool of prospects is limited …
Yes, resellers can provide support – and some do it well while others do not. So how do you choose? Go with resellers if they can provide a unique benefit that you cannot provide. That could be Korean-language support, deep …
The FT Word The FT Word is a free monthly newsletter with support management tips. To subscribe, send us email with your email address. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers. …
We typically ascribe different assisted support features to different support levels. For instance a higher support level would afford round-the-clock support, faster response times, or an assigned support engineer. But it’s also possible to offer premium self-service options as customers …
Should self-service be differentiated by support level? Read more »
If the software you support can be customized extensively, the resulting applications may be completely different from the vanilla version, and your customers may want you to support them. What are the options? Say no. Many vendors choose this apparently …
When deciding whether to price support offerings with a flat fee or via a percentage of the license price, keep the following in mind: – A flat fee is well-suited to a set product price. On the other hand, if the …
