Rethink Commerce Blog

Business

Your secret weapon: Great Customer Support

Posted on September 22nd, 2008 by

At most companies, customer and technical support are the least resourced, least important and least respected functions. How else can you explain why so many large companies treat their customers – their paying customers mind you – like something that should be scrapped off the bottom of their shoes?

Whether it’s voicemail hell and 45 minute wait times or “knowledgebases” with 250,000 pages that tell you exactly nothing or “self-help” online forums where unanswered pleas outrun useful information 100:1, the message is as clear as a slap in the face: screw you, buddy, go away. I for one as a microISV/startup hope these companies go right on treating customers like dirt – because they’re minting new customers for me and mine. […]

Blogging for microISV

Posted on September 10th, 2008 by

During SIC last year, I’ve got the chance to attend Bob Walsh’s presentation on Business blogging for microISVs, and back then I’ve noticed how the audience was very interested in using blogs to gain more exposure and ultimately sales.

I think you can find hundreds of articles on the Web debating the importance of business blogging but not so many related to microISV and that’s why it’s an interesting subject. MicroISVs have some specific characteristics that don’t fit perfectly in the regular debates about business blogging. […]

3 Usability Gurus that Should not be Missed

Posted on August 29th, 2008 by

Lately, website usability is the favorite subject for a lot of people I talk to. They feel the need to improve their sites, to make them easier and more pleasant to use, to increase their conversion rates or just want to know more about what I do here at Avangate.

Knowing that getting on the road is the most difficult part, I thought I might share with you a list of 3 people that played the most important roles in my usability “education” so far, the gurus that should not be missed by usability apprentices and, in a few words, what I have learned from each of them. […]

Why a 30 days trial might not be enough?

Posted on August 20th, 2008 by

Most (non-geek) people think that shareware is a type of software. Well, actually is not a type of software, it’s a way of marketing software. From the vendor’s perspective it looks like offering a 15-30 days trial should be more than enough to test the product and buy it before it expires. But even with a trial period:

  • Some of the users will request a refund after the purchase saying the product is not doing what they need even after they tested it in the trial period;
  • Some of the users are not convinced to buy the product in the trial period.

[…]

Software Industry Conference 2008

Posted on August 6th, 2008 by

Almost 2 weeks ago we got back from the 18th edition of the Software Industry Conference held this year in Boston, Massachusetts. I know it’s taken me a while to write this, but I can explain. It’s called jet lag plus hundreds of e-mails.

It was a busy and successful participation for us: 3 presentations, 1 hospitality suite where we met with the participants (some of them our clients and partners), exhibit night, nice parties, and networking with beer, chocolate and sea food (OK, I’ll admit it, this was my favorite). […]

We are blogging!

Posted on August 5th, 2008 by

You know how each company has the smart guy, the lazy guy, the fat boy and the blond secretary? And from all these human typologies, I’m… the blogger guy. That’s why they trusted me enough to write the first post and jump start the Avangate blog. Still, I can’t play around with the new toy as I can see Adriana’s critical eye watching me over the desk (she’s our Web Marketing Manager) making sure I don’t make any mistakes or blogging donts. […]