Am I Fanatical About Customer Service?
Dear redacted, Thank you for your interest in Bingo Card Creator. There appears to have been an issue with your credit card on Google’s end. I believe they have contacted you about it, but they do...
View ArticleLaugh To Keep From Crying…
I just found this morning, through ironically the same customer that was having difficulties yesterday (this must be karma), that a key feature of my software has been disabled in the build on my...
View ArticleHow 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...
View ArticleTrust Your Customers
I found on BoS a blog post on product activation which should be read and understood by every uISV. I’ll summarize the narrative. Deliriously happy user buys software product (an RSS reader)....
View ArticleBusiest 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...
View ArticleCommunity-oriented Marketing — Forums, Usenet, Mailing Lists, etc
“So what did you think of the Season Finale of Heroes?”"Dude no spoilers I haven’t seen it yet.” “Oh, alright, highlight the following to see what I thought: *start highlight* The fight scene between...
View ArticleConflict of Interest: Payment Processors vs uISVs
I sometimes take a bit of guff from other uISVs for not using a “real” payment processor. Some folks believe Google Checkout/Paypal are “unprofessional” or “hobbyist”. I respect that opinion....
View ArticleOne of My Competitors Owes Me A Favor
I run a small business which sells software over the Internet to people who need to create bingo cards, typically parents and teachers. Today I got a nice, polite email from someone who had lost the...
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Socks, Software, and the "Stupid" Questions Costing You Sales
In response to my recent article about OSS vs. proprietary software, which stressed the need to perform handholding of non-technical users, some comments said something to the effect that they don’t...
View ArticleMy AdWords Are Turned Off [Edit: Resolved]
[Edited to add: My campaign returned to mostly normal on August 4th or thereabouts. I still don't know what the heck happened, but I'm happy things are normal. I sent Google a second support request,...
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