Actually the problem is that Google's apps are self-service, and this is not what enterprise customers are used to. Most startups discussed here don't have the option to provide the non-scallable phone support either, so it is a very relevant problem.
Hiring 1000 people in a support center in India is a very un-googly thing to do, so I guess Google will keep the prices low and persist educating their customers to be able to use the services themselves. Maybe someone can invent a better way to do just that.
"Actually the problem is that Google's apps are self-service, and this is not what enterprise customers are used to."
Having worked with numerous "enterprise" packages in various capacities, I can assure you that most enterprise software vendors offer something that only barely qualifies as "support" anyway. The difference is that Google isn't lying about their level of support,
While I do agree that most enterprise software support offices are-let's be honest-crap, that fact doesn't negate the enterprise's need for software support. Companies desire that safety blanket and "having someone to blame" even if they are lying to themselves.
A friend higher up than me in business once told me that large corporations are in the business of managing risk. This is in stark contrast to a startup founder's penchant for taking them.
"this is not what enterprise customers are used to"
Another excellent reason to adopt them.
"non-scallable phone support"
Here's how to provide the best scalable support: Make your apps easy to use and do exactly what their supposed to without bugs. No need for "support centers". Problem solved. Woo hoo!
Comments
Remove the middle man and bring more value to your customers. What a concept.
Actually the problem is that Google's apps are self-service, and this is not what enterprise customers are used to. Most startups discussed here don't have the option to provide the non-scallable phone support either, so it is a very relevant problem.
Hiring 1000 people in a support center in India is a very un-googly thing to do, so I guess Google will keep the prices low and persist educating their customers to be able to use the services themselves. Maybe someone can invent a better way to do just that.
"Actually the problem is that Google's apps are self-service, and this is not what enterprise customers are used to."
Having worked with numerous "enterprise" packages in various capacities, I can assure you that most enterprise software vendors offer something that only barely qualifies as "support" anyway. The difference is that Google isn't lying about their level of support,
While I do agree that most enterprise software support offices are-let's be honest-crap, that fact doesn't negate the enterprise's need for software support. Companies desire that safety blanket and "having someone to blame" even if they are lying to themselves.
A friend higher up than me in business once told me that large corporations are in the business of managing risk. This is in stark contrast to a startup founder's penchant for taking them.
"this is not what enterprise customers are used to"
Another excellent reason to adopt them.
"non-scallable phone support"
Here's how to provide the best scalable support: Make your apps easy to use and do exactly what their supposed to without bugs. No need for "support centers". Problem solved. Woo hoo!