The choice is ours

October 23, 2006

Do we have contact?

Filed under: The Website — shippingpal @ 4:57 pm

I am in the process of refining the contact page for Shipping Pal. We’ve been in beta now for about 5 months, with alpha testers for about a year before that, so we’ve got a pretty good sense of what kind of issues compel our users to reach out to us. These fall under a couple of headings –

1. Getting weird results (or no results) for a shipment query. This usually happens when our users are located in rural areas, or sometimes when the weight of the shipment is really heavy. We try to identify these problems areas and then refine our query strategies to create a solution. Bringing UPS and Purolator on board will eliminate any no-result areas, but that’s another post…

2. People who can’t complete an order. Despite having designed what is, in my opinion, a really simple interface with clear labels and procedures, some people still need assistance in placing an order. We have addressed this problem through developing an online demo, which walks users through the process, and failing that there’s always customer service.

3. General inquiries. I guess it’s quite encouraging that we get a lot of calls from people asking if they can invest in our company (at least 2 or 3 a week!), but unfortunately we can’t split the shares again until our next round of financing.

4. Customer support. Ironically, the smallest percentage of calls relate to shipments our customers have made. I’m pretty proud of this, because it indicates two things. Firstly, that the vast majority of shipments are arriving on time (in fact, many arrive way before time), and secondly that our tracking engine is working effectively.

Currently reading: Naked Conversations (Scoble & Israel)

Currently hearing: Wati (Amadou & Mariam)

Currently watching: Entourage, Season 1 (HBO)

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