As last years of the last decade of the 20th century flickered to a close, a then-new way of delivering Software as a Service (SaaS), transferred power and expertise from companies to customers.
Customers could now cancel their contracts at any time, they were no longer locked into multi-year software deals. And since customers were also using the software in ways we didn’t anticipate, they too became important partners in resolving issues.
Expectations around time were reshaped. Customers wanted to use the software out of the proverbial box, without long implementation or customization times. And if they had an issue, they wanted it addressed swiftly, without being bounced around. They don’t care if it is a complex issue or not. In fact, Eighty-two percent of customers expect to solve complex problems by talking to one person.