Has the Cloud affected Customer Service?

You know how you call a customer service number and no matter what button you push, or how many buttons you push, you can’t get to a real person?  You hear recording after recording directing you to push a number for this and another number for that?  You finally hang up frustrated and angry because you never spoke to anyone and you feel like you just went on a crazy wild goose chase?  Do you think that customer service in the cloud has taken the same approach?

David Linthicum seems to think so.  In his article; “Cloud computing’s Achilles’ heel:  Poor customer service” he explains how small businesses drove the growth of cloud computing because they have small budgets and the low cost of cloud services is attractive to small business.  However, because of the inexpensive cost of cloud computing, small businesses were willing to accept poor customer service.

Linthicum goes on to explain that large businesses are not willing to accept poor customer service and cloud providers need to provide better customer service if they want to attract and keep large business as clients.

Do you agree?  The article was written in 2o13.  Do you think that customer service has improved in the cloud, or do you think it’s still lacking?  Share your thoughts!

Resources:

Linthicum, D.  (January 8, 2013).  Cloud computing’s Achilles’ heel:  Poor customer service.  Retrieved from:  http://www.infoworld.com/article/2616435/cloud-computing/cloud-computing-s-achilles–heel–poor-customer-service.html

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