CEO at Yooz Inc., leading product innovation road maps and strategic partnerships.
Imagine you’ve just bought a new automated time-tracking product and need help with the initial setup. You go to the company’s website, but the search feature is terrible. Instead of a single page with a handful of results, you must wade through 10 to 20 pages. When you find a promising page, it reads like the company expects everyone to be as knowledgeable about their product as their employees are. You look for other avenues of support but find there’s no user community. The automated chatbot accepts your question but says not to expect an answer before 48 hours. Finally, you’re put on hold for hours on end when you call the helpline.
When faced with this kind of frustration, it doesn’t take long for buyer’s remorse to set in. If you’d known what poor