Your Source for Providing a Better Customer Service and Customer Support Experience

Watch recorded version here

SupportIndustry.com’s 2009 Service and Support Metrics Survey Results: A Look Behind the Scenes in Today’s Support Organization, which was sponsored by Parature Inc. and surveyed senior-level service and support professionals, revealed the top motivators for moving to a Software-as-a-Service (SaaS) model. These motivators include eliminating the need for staff to maintain in-house systems (27%), increased efficiency (25%), increased profitability (16%) and greater customer satisfaction and loyalty (14%).

It is benefits such as these that have CRM and support departments turning to on-demand models to benefit the enterprise. According to the survey, 43% of respondents have leveraged SaaS-based models for at least some of their service-related technology deployments, while 32% say they plan some kind of SaaS-based deployment in the coming year. Read more »

Parature and McGarahan and Associates delivered the results of the Service & Support Metrics survey today in a live webinar(*), providing details of what is really happening behind the scenes in today’s service centers, as well as humorous insights about challenging customer interactions.

What are you experiencing in your service and support centers?  Share your data on metrics related to running your support operations or funny stories from your challenging customer interactions.

If you missed the webinar, the recorded version is available at http://www.parature.com/webinar.aspx?ID=09-0003. Continue the webinar discussion here.