Customer support is an important aspect of the customer experience, and we all know how important the customer experience is to customer success.
According to a 2016 research report by NewVoiceMedia, US companies are losing $62 billion a year due to poor customer service. The report also reveals that almost half (49%) of customers switched vendors to escape poor customer service.
The stakes are even higher for enterprise software vendors as each customer contributes a larger share of their total revenues. In addition, while a consumer can function fine without their favorite pair of headphones for a day or week, enterprise customers typically have business riding on their enterprise software. Any downtime can cause them lost business and lost revenues. With so much riding on today’s enterprise software, when your customers encounter issues, they need them resolved as soon as possible. If your solutions are delayed because your skilled support engineers are spending hours or days of their time recreating and configuring customer environments instead of beginning the troubleshooting process, then chances are that you should be looking for a smarter and more efficient sandboxing solution.
You need to provide your support teams with the tools and technologies that enable them to work quickly and efficiently, and to collaborate across oceans and time zones so you can provide true 24/7 support. Providing the right IT test labs is a critical piece of the puzzle.
On-premise test labs not only require a large hardware and maintenance investment, limited resources may delay use and restrain agility. In addition, configuration drift between labs may affect the quality of resolutions as on-prem labs have likely accumulated subtle differences over time that cause differences in behaviors.
Cloud-based labs are highly desirable for multiple reasons, including:
When you compare cloud-based lT labs, you should be comparing more than infrastructure. There are other issues here that can make a big difference to the types of scenarios you can support and to the speed of your resolutions.
Cloud-based IT labs let you save money by resolving complex issues remotely instead of on-site, your team also benefits by being able to try different solutions in parallel and revert back at any time without affecting the customer’s production environment. And with the right provider, it is easy to make sure that your team is always working on the correct customer configuration and product version, improving both the speed and quality of your resolutions and earning the highly desired customer satisfaction.
With so many features that can improve the speed and quality of support resolutions, CloudShare is pleased to announce our CloudShare for Support Solution. CloudShare’s specialized virtual labs let you easily spin up, share, save and reuse the most complex on-prem environments, increasing your team’s productivity, speeding time to resolution, and improving the customer experience.
Here’s what MuleSoft and erwin say about the value of CloudShare’s Support Solution:
“CloudShare’s out-of-the-box environment policies let my team provision environments for a short time. Knowing that they will be automatically suspended or deleted was key, because it means that I don’t need to manually manage the environments to control costs. Every time we use CloudShare, it saves us anywhere from four hours to a day. Even if we use CloudShare just once a week, the time savings and ROI are immense.”
“Another great benefit and time saver is when using CloudShare for customer support. CloudShare helps our support teams easily recreate the customer environment in order to test, review configurations, and troubleshoot when necessary, ensuring customers are experiencing the optimal performance of erwin solutions.”