- When Naseer, a long time customer wanted to take a break on his subscription for a couple of months - When back to back orders were placed by mistake by Ahmed - When Chetan activated two different numbers in confusion - When Abhinav had misinterpreted the pricing plans before purchasing This is just a handful of examples out of the numerous times that … [Read more...]
Here’s What Happened when MX Diagnostics Sent Their Annual Payment to the Wrong Account
We don't usually allow direct payments to a bank account... But because Mr. V from MX Diagnostics (name of person and company changed for anonymity and privacy) did not have any online option at his disposal and he insisted a lot... After two days of trying different things finally, we gave him the bank details for direct transfer... There was an error of one digit, … [Read more...]
What Customer Support Really Means to Us
It's 4:00 AM, Sunday, October 17th 2021 It's been a really long day! I am a little under the weather coughing left-right and center. And because it's a Sunday, I am the only one occupying the desolate support desk At 4:10 I get a WhatsApp message from Omar!It was a +212 ISD code, so… It's Omar from Morocco! He had just completed a purchase on the website 4 … [Read more...]
Why We Gave a Select Few Customers 86% Off
After a critical customer-centric decision after a server issue had wiped our revenues for six months, we resumed with WASender 2.0 A lot more featuresMuch better UISlightly increased pricingAnd 2 new packages But as soon as our old users, who had been using a fully unlocked previous version absolutely free for almost 6 months now saw this, they were shocked! To see … [Read more...]
There Were Server Issues, the Software Wasn’t working. So… This is How We Handled It
There was some problem with the authentication server due to which bank user not able to access pro features. Wrestled with the problem for a couple of days and found out that it is going to take longer. So what did we do? Instead of asking our paying customers to wait for a few more weeks to access pro features we made the software free for all. Yes that's right! We … [Read more...]