support
Improving Support One Changelog At A Time
sales.rb Revision 539:
Unanticipated behavior: Some customers put Registration Key into Lookup My Registration Key form. This looks up transactions by order number and email address, thus failing to find any matching records, then informs customer to email me to find their Registration Key. This is suboptimal.
Fix: If input into LMRK form resembles a Registration Key, search for [...]
Minor Usability Errors In Checkout Funnel = You Lose Lots Of Money
Recently I discovered that I have been inadvertently making it very difficult for customers to order CDs, which are a very popular item. They’re so popular that I think a significant portion of my customers would walk away if they couldn’t get them. Here is the percentage of orders I’ve had which requested a CD [...]
Busiest Day For Customer Support Ever
I had not one but two issues that couldn’t be taken care of in a five minute email. Oh no!
a) One customer still hadn’t received her Registration Key despite getting the automated email, emailing me about this yesterday, and getting a handwritten email from me yesterday. Luckily, her signature included her voicemail number, so I left [...]
How Much Time A uISV Spends On Customer Support
“Not much.”
I often hear a bit of grousing from folks who don’t quite understand selling B2C software that you’ll spend all your time telling people how to find the start menu, end up getting McDonalds-esque wages, live in a van down by the river, and have to beg for change from passerby. Presumably you’d use that change to [...]
Everything You Need To Know About Registration Systems
… but were afraid to ask.
One of the most common questions asked on the Business of Software board by a new aspiring uISV is “How do I protect my software?” This post is meant to be a comprehensive answer to that question, so folks can point to it and say “Alright, now get out of [...]
What Should Starbucks Do
I spotted this on Seth Godin’s blog. Starbucks had an incredibly ill-conceived promotion where they mailed some fraction of their employees with an email coupon for a free iced drink, then told them to mail friends and family members. Oh boy, a chain letter, no possible way that could get out of hand, right? Well, [...]
Support Does Not Scale. Customer Service Does.
I’m a big fan of all things scaling, because thats what takes you from having to scramble for money on an hour-to-hour basis and gets you to the whole “Making money while drinking pina coladas on the beach” (or, in my case, iced tea in the shade) ideal uISV existence. Two of commenters recently [...]
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