I recently wrote this post about the benefits of Software As A Service (SAAS).
Around that time we received an email from one of our customers:
“On your interstitial page where you try to convince people to cough up
information about themselves, the only way to move forward is by clicking
the Save and Continue button. The no thanks link is broken. Nice!”
This bug was really embarrassing for us – especially given the sensitivity of the action at hand. The bug was short lived, but we are truly grateful for the feedback we got from this user. We spotted him an enhanced account as a token of our thanks.
Now imagine if we were not running a web application and we were developing a desktop or server-installed software…getting that email from our user would have been unlikely because he would have had to make a real effort to send it. In this case he simply used the send feedback/help button all our users see when they login and as a result we had this bug fixed within one business hour. If we offered software that runs on your server or your computer, we would have had to make a bug fix and then post it. Then you would have had to install it. Pain, pain and more pain.
SAAS rocks. You can’t help but build better software because of the better, faster feedback loop. SAAS is the best form of software delivery, period.