Passive support is based on embedded in-app support features that help customers understand or resolve issues without intervention by customer support. Proactive support is primarily concerned with ...

Be easily reachable, answer their common questions and document areas that have room for improvement. Hire suitable representatives with a technical understanding of your products, keep a unique ...

When a company hands over control of its mission-critical software environment to a SaaS provider, the SaaS customer support organization essentially functions as an extension of the customer’s IT ...