Swiss Usability Blog
by Andreas Bossard

Socialcast - A bad example for a FAQ (but good customer service)

SocialCast: Bad Example for a FAQ

Each of these lines should be a link to the respective App.. A Google Search did also not lead to the Desktop App, so I didn’t bother and continued to use Yammer, which gives you the desktop-app rigtht during the registration-process.

EDIT - Reaction by Socialcast: A few hours after I wrote the blogpost, the founder of Socialcast contacted me that they had fixed it. I guess he found out about my feedback through Twitter. The e-mail that he sent me is an outstanding example of customer service. Well done Socialcast!

Some lessons for other web entrepreneurs:

  • Check Twitter for feedback.
  • Honor feedback and react: If a big mistake can be fixed quickly, do it!
  • Answer to feedback after you fixed the mistake, or let them now how long it will take to fix it

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