Your Customers Hate Do Not Reply
Over the weekend I upgraded to a Flickr Pro account, though I’m not really sure why as so far the only clear advantages are being able to post photos directly to your blog and have more than 3 photosets. With the upgrade came 10 free Moo cards.
Worth mentioning is the confirmation email I received from Moo. Instead of the usual unfriendly do-not-reply drivel, which leaves me clueless as what to do if I need to cancel or alter my order, they phrased the message as though it were coming from a friendly robot. See the full email (minus my order details) here. My favorite part is “Remember, I’m just a bit of software. So, if you have any questions regarding your order please first read our Frequently Asked Questions at: http://www.moo.com/help/ and if you’re still not sure, contact customer services (who are real people)…”
All businesses (cough AT&T cough) need to learn this lesson, if I can’t find what I’m looking for in your FAQ I want to know how to talk to a real person in the quickest way possible. Thankfully Moo’s order process is so easy to use and clear I have no need to follow up.
37Signals wrote about a similar experience with Moosejaw.
