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:
- If there’s a problem with my environment, tell me. Don’t make me stumble across it.
- When there is a problem, tell me when and how you’re going to fix it.
- Your privacy and security measures meet objective standards and protect me and my organization from any compliance issues.
- Upgrades are friction-less events; i.e. no disruption in my environment. Adding new features that become available in a release should be up to me and easy to configure.
- The more I can control my environment through self service measures, the better.
- It should be easy to get my data out of your solution – for reporting, integration, or other use cases I need to support within my environment.
- I am likely to be a non-technical user. Speak to me in my language. I probably don’t care how you make the sausage, I just want it to work – all the time.
- Provide me with a test environment so I can vet new features, and so I can update training and documentation materials that support user adoption of your solution.
- You know how I’m using your system, you have my data. Can you provide real time analytics to help me use your solution more effectively?
- You have lots of people’s data. Can that be used to help me benchmark my organization against others like mine?
Do you use cloud solutions? What criteria for a great experience would you add to this list?