Key Insights
o Hardware vs SaaS support — Risk is shifted to the vendor in SaaS world. This is both good and bad. Good because support is now being seen as part of the overall product offering and consequently support organizations now have a stronger voice internally. Bad thing is that if you lose a customer, its on you :)
o Future of Support — Exception Center and not a Contact Center.
o No email support — they are 2x/3x more inefficient in terms of solving the case as compared to web/chat-based cases. Why inefficient? 1/ Emails usually do not contain full context to solve the case. 2/ Email don’t offer real-time communication (like chat)
o Roughly 20% cases come over phone and rest over chat and web.
o First B2B organization (that at least I heard of) that is moving from inbound calls to outbound call i.e., customers request online to be called back at a certain time. Nir brought up that the biggest advantage in this approach is that when they make the call they already know about who the customer is and their entire context which helps them solve problems faster.
o Tool stack — Consolidating around Salesforce (CRM, KnowledgeBase,Search). RingCentral for Contact Center. They also plan to launch chatbots by end of this year.
o Favorite Business Book — The 7 Habits of Highly Effective People / The 7 Habits for Mangers By Stephen R. Covey