January 14, 2013
Cloud Providers Won't Escape Customer Service for Long
Are cloud providers unprepared for enterprise customers? That sounds like a silly question, but it is not. Cloud providers have almost never devoted much in the way of resources to customer service. The automated, self-serve nature of the cloud is part of why it works; automation and self-provisioning at scale are key elements of the cloud provider business proposition.
“Dealing with people individually seems contrary to the idea of the cloud,” wrote InfoWorld. “Many public cloud providers assumed they could just put a layer of Web pages between them and their customers, and all would be right -- no phones to answer, no planes to board.”
This worked during the early days of cloud services when the industry largely germinated out of small business use. Small business customers were used to do-it-yourself options, and cost made small business owners accept sub-part customer service... Read More
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