Comments on: Web Apps Suck at Service

By: Web2FUCK0

Web2FUCK0 — Fri, 08 May 2009 08:21:28 +0000

“The telecom ecosystem is the perfect parallel with its separation between technology delivery and service delivery.”

This is exactly what I am talking about. Speak English. So, so very tured of this crap. I don’t care that you’re the CEO of some company Sajai, to me you sound like a self-absorbed minion, who couldn’t do a real man’s job to save his life.

This is hat the internet has produced – a saturation of lifeless buzz talking “people”

Cheers to you

By: Making Web Apps Better « Business News

Making Web Apps Better « Business News — Tue, 03 Mar 2009 01:47:34 +0000

[...] (or are dying) at one of the leading Internet companies, more and more questions have arrived about web apps and their reliability. That’s especially the case of those examining cloud storage and the much touted [...]

By: Thursday, February 5, 2009

Thursday, February 5, 2009 — Wed, 11 Feb 2009 22:36:34 +0000

[...] Does your web app suck at service? [...]

By: Prabhat

Prabhat — Wed, 11 Feb 2009 03:51:39 +0000

You have correctly pointed out that the companies that are not in services business lack the skill required to manage and bills the customers. As a researcher from UT Austin, I keep a close vigil on developments in cloud computing. I feel that there is a need of companies who can fill this void for the SaaS application developers. One of the companies that I came across is eVapt.com. They have done an incredible job of developing the software that can integrate with your legacy CRM solutions and enable you to not only speed up roll out of SaaS but also to predict which customers would make renew contracts and helps a lot in contract and customer management. With the help of such softwares, I am sure SaaS will gain a fast popularity and break the myths about compromising with the organization security.

By: John

John — Fri, 06 Feb 2009 21:18:45 +0000

With the abundance of web apps popping up on the scene each day, customer service is going to become the primary differentiator that makes or breaks the company. It’s not going to be who has the simplest app or the coolest features. It’s going to be who is willing to listen to their customers, engage them in conversation, and incorporate their feedback into the app.

By: Sajai Krishnan, CEO, ParaScale

Sajai Krishnan, CEO, ParaScale — Fri, 06 Feb 2009 06:08:48 +0000

Gary – you are correct in that Amazon does strive to provide a good service. But as cloud computing and cloud storage mature, it will be the true service providers that shine. (Full disclosure, my firm ParaScale provides cloud storage technology). Today’s cloud providers like Amazon, both develop the technology and deliver it. True experts in service creation, service delivery, support are waiting to leverage technology platforms as they emerge. The telecom ecosystem is the perfect parallel with its separation between technology delivery and service delivery.

Over the next couple of years, more and more true service providers are going to get into the business of offering cloud services, with better SLAs, better customer service, and then demanding customers like Stacey can feel good that they are getting their money’s worth. I say much more on this topic at http://blog.parascale.com/?p=26.

Cheers.

By: Gary Orenstein

Gary Orenstein — Thu, 05 Feb 2009 19:39:05 +0000

“I realized that the underlying issue with many web apps and cloud offerings, are that some of the largest providers are not in the service industry.”

If service-industry expertise is then a pre-requisite for successful web apps and cloud offerings, I say Amazon is in a pretty good position to succeed. I continue to find their ecommerce service experience best-in-class, and perhaps there is some organizational magic that transfers part of that to web services.

By: Tim

Tim — Thu, 05 Feb 2009 18:07:17 +0000

The economic downturn will illustrate the beauty of “software as software.” Once it is written it runs forever at the cost of electricity. Of course web services are appealing during the early stages when they are operating at a loss to gain market share, but it remains to be seen whether they can beat the fundamental economies of distributed computing.

By: Thomas Whitney

Thomas Whitney — Thu, 05 Feb 2009 15:30:12 +0000

My concern isn’t really that the apps aren’t intuitive for workable, it’s that over time I wonder about how safe my identity. How dedicated are they to digital security. That’s my main priority. After that, then the fun.

http://www.justaskgemalto.com

By: Making Web Apps Better -- TECHNOSIGHT

Making Web Apps Better -- TECHNOSIGHT — Thu, 05 Feb 2009 13:07:30 +0000

By: Links for 2009-02-04 [del.icio.us] | IPTV Blog

Links for 2009-02-04 [del.icio.us] | IPTV Blog — Thu, 05 Feb 2009 06:47:59 +0000

[...] Web Apps Suck at Service [...]

By: Krish

Krish — Thu, 05 Feb 2009 04:10:35 +0000

I wrote this article last september and I suppose it is pretty exhaustive.

http://www.cloudave.com/link/Questions-To-Ask-Before-Trusting-a-Cloud-Vendor

By: Cynthia

Cynthia — Thu, 05 Feb 2009 04:02:16 +0000

Actually, andjules, you can get affordably priced, per-seat, subscription based project management with great stuff like Outlook integration and automated to-do reminders and also get great support. Project Insight has a customer base that raves about their service.

By: Libran Lover

Libran Lover — Thu, 05 Feb 2009 01:21:11 +0000

Stacey,

Perhaps you can try to find the answers to these questions for us from the leading providers of these services? Would be a nice follow-up article.

By: gadget-king

gadget-king — Wed, 04 Feb 2009 22:21:48 +0000

this reminds of a quote by some ceo. “customer expectations are exceedingly unrealistic and its OUR duty to
surpass expectations every time”.. (or something in that style) Once you “made music free” by sharing via P2P
the music market collapsed, we keep devaluing our value chains to re innovate or remarket services/products..
its our “WAY OF LIFE”…

By: andjules

andjules — Wed, 04 Feb 2009 19:34:02 +0000

while the questions & your commentary are valid in concept, we need to remember the pricepoint we have chosen for ourselves: gmail is free, and offers no SLA nor customer support. Basecamp changed the project management game partly from using an online collaborative model, but also partly from reducing project management software (ie. MS Project) from $300++ a seat to $10-50/mo for the entire team. This shift is at least partly the result of the incredibly bad support that most traditional software companies offered during the 80s & 90s… we – as consumers – realized we had to depend on ourselves for technical support… and so the web 2.0 companies filled a new niche: you can have the software for (close-to-) free, but no service, no contracts, no suing us… I for one, much prefer this model.