Software companies which say they care about their retail customers ought need to demonstrate this in the services they provide.  Saturday support is a good example.  I am not writing about mobile phone based support – anyone can do that.  No, I am writing about a staffed live office-based help desk.  The office base is important because the people providing the services are better equipped to log into a client site or access company resources – crucial facilities to providing excellent support.

We continue to offer a staffed Help Desk service on Saturdays.  This is popular with our customers and is another reason for good customer retention.