In addition to my Workforce Institute responsibilities, I also manage the voice of the customer program at Kronos. The image to the right expresses our core service message. We do a great job with customer service at Kronos, and have the awards to prove it. We keep it that way by by actively and constantly soliciting feedback through multiple channels. We receive over 20,000 customer surveys a year - and we review all of them. Of course we hear about problems through those surveys, but we hear a lot more feedback like this:
"Your representative was very easy-going & informative - made having to call in about the ticket a pleasant experience. Has very good customer service skills!"
We use this feedback to identify and prioritize improvements needed in our products, services and processes. We help different parts of our business do ad hoc analyses to dive more deeply into specific areas. Today, I got a question about what constitutes the ideal cloud customer experience. Here's my response - the top ten expectations I believe that cloud customers have of their vendors.
From what I've seen from Kronos customer feedback, my own experience as a VP of products and services for a SaaS company before I came to Kronos, and my experience as the manager of two SaaS vendor solutions for Kronos, the following are key expectations of SaaS customers:
Do you use cloud solutions? What criteria for a great experience would you add to this list?
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