Interesting Support Experiences
I’ll try not to beat them up too much. I’m much kinder with folks providing free services – like Microsoft Office Live Small Business or WordPress [dot] com. You see, my experience was with WordPress.
The Problem? Well, it seems WordPress [dot] com didn’t like something I published. Rather then send me an email first, they locked out my account. It took over a dozen support tickets opened, before the root cause was determined.
You see, they didn’t like me publishing a link to XXX. XXX offers a free and comprehensive course on Internet Marketing. But they also sell products during the training. WordPress sees this as an affiliate program. Now I’m all too happy to coordinate – especially with folks providing a free service.
Here’s my concerns: Why not just send me an email first, explaining the actual problem? Then if I didn’t take steps to remove the links, then lock me out? I’m not an affiliate of XXX and I only published the information for folks to train – nothing more…nothing less.
Microsoft Office Live Small Business also offers a free service, along with free support. The difference? If I open a support ticket with Microsoft, I’m assigned a support number. I get a copy of my ticket – usually within four hours – along with a reply from tech support. Normally tech support is handled offshore (India, I believe).
But that’s not all! If I reply to the email with further questions, I get a response within a four hour window. The support number is still attached.
WordPress [dot] com should look into the Microsoft support model…also look into an informative email first. It will go a long ways to improving customer relations.
Should I charge for a white paper regarding writing tips?
Good thoughts (this week’s social media posed question). However, let me share a couple of thoughts regarding white papers.
- Many companies and individuals give a white paper free, in exchange for an email opt-in. The purpose is usually to position the company or individual as an SME. The opt-in gives freedom to sign up for an ezine or have a company’s marketing/sales staff work on lead nurturing.
- A second option is to give a while paper free. If it has good content, then it will spread via social media and viral marketing. I have read a few success stories along this line. This provides excellent free advertising – if done right.
I would call it an ebook. It’s like a copywriter selling a book on copywriting, available in a PDF download (for a set price).
Remember my last blog post? I bought this Skype phone from Ipevo and it’s very good. Nice sound quality.
I’m just like you. At one time, I didn’t know anything about VOIP. Nada! Zip! I’m seduced by those Vonage commercials – just like you. So I brought into their fluffy sales pitch.
Then I started to experiment (all behind a solid router).
First it was with Google Voice + Gizmo5 + Grandstream Internet phone. Now it’s with Skype and Ipevo Internet phone. How should I test these?
My friend Roger – an electronic engineer – had an interesting suggesting. Play a piece of music and listen to it via voip. So I make a phone call…Vonage calls AT&T…Skype calls AT&T…Gizmo5/Google Voice calls AT&T. Maybe I play Beethoven’s fifth.
Wallah! Instant symphony. Next I get out my label maker and mark 1, 2, and 3. Who will stay and who will go on 9/11? My money’s on Vonage, folks. If you have stock in the company – by all means – stick with them. I don’t!
Do the math! Skype out is $30 a year for unlimited USA calls (actually, they cap it at 10,000 minutes. Who talks that long in a month?). Google Voice/Gizmo5 is free for unlimited US calls. Both have low rates on International calls.
Did I mention all three have equal sound quality and reliability behind my heavy duty router? Who should “get the ax” on 9/11 (My Vonage renewal date)?