Cloud computing’s Achilles’ heel: Poor customer service
January 8, 2013
Grazed from InfoWorld. Author: David Linthicum.
I’m consistently taken aback by many businesses’ disregard for customer service. As long as customers push back on companies that treat them shabbily, enterprises willing to cut service will find themselves out of business or forced to merge with establishments that treat their customers better.
Giving short shrift to customer service remains an issue in the cloud, which is based on the notion of automation and self-provisioning at scale. Dealing with people individually seems contrary to the idea of the cloud. 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…
The truth of the matter is that small businesses drove the initial growth of cloud computing. Because typical small businesses can’t pay much for cloud services, they weren’t surprised when they couldn’t get a person on the phone. The cloud providers that courted small businesses continued to grow without much of an investment in customer service…
Read more from the source @ http://www.infoworld.com/d/cloud-computing/cloud-computings-achilles-heel-poor-customer-service-210220