So, if you read my first look at Nelio Content, you have probably already installed it on your blog, right? Of course you have… And if you haven’t, take a look at the blog post and the comment from their co-founder David — amazing that he wrote back and some great updates coming our way that are worth looking at.
I thought I’d take you along as I incorporate this new tool into my day and into how I run my website, because while installation is great, using it is what it’s for. If you can’t figure out how to let technology help you in your day, what good is it?
From a marketing perspective, companies build a product that they want you to use — to find useful and ultimately, want more from — hence the easy jump to the next pricing level from Nelio Software. I’m almost there, I admit it. The lure of lots more social media messages (and automation to boot? Sigh…) is calling.
But… I digress. Back to using this tool.
Change isn’t easy.
Any time we have to adopt a new technology, it requires shifts in how we do things, how we think. And let’s face it – we’re creatures of habit. Once the shiny, new toy syndrome has worn off (look, squirrel!) we can easily forget to take the next steps necessary to cement this new way of doing things into our habit structure and get the benefits out of it that we signed up for in the first place.
So before you Squirrel toward that new show you want to Netflix binge (but then tell me what it is, please? @jeannieruesch – I need to know. Have you watched Ozark? Ah-mazing.)
See? Squirrel.
Serious face now…
Getting The Benefits You Want Out of Your Tech
If you’re looking at Nelio or any other technology, what brought you there? Part of what brought me to Nelio was the desire to actually do what I say (in marketing advice), and not what I’ve been doing….
I have goals about my work, my WIP Notebook, upcoming content I’m working on (including a book on brand and voice for authors and marketers) and want to build out my website accordingly. This requires content, which requires a calendar, which requires me to actually be focused about what I’m doing. So I started adding posts and trying out the new social media posts that will go out the same day.
And I stumbled into an error:
“There was an error while accesing Nelio Content’s API and some items in your calendar couldn’t be retrieved. Please, try again later.
I also found this error when I tried to schedule social media messages or look at the analytics:
I tried deactivating and reinstalling the plug-in, to no effect. For many people, this becomes a reason to abandon a new plugin.
However, Nelio Content provided a great example of just how well a company can positively or negatively impact product adoption – whether they realize that’s what they are doing or not. Their response kept me moving forward.
Contacting Nelio’s Support
I’m including this as a part of my new technology adoption journey, for a few reasons:
First, I want to be 100% real about my experience with NelioSoft – and second, because I think their response and customer service was an excellent example of understanding what they are asking of their customers. The response their customer service team provides, how quickly, and how they fix your problem is a big testament to their dedication to you, the customer, and when you’re in the change flow of adopting a new product, that testament can be a make or break it step.
When we’re making changes like adding technology to our routine, any hiccup can be daunting. I’m already not an expert in using this software (though it’s pretty intuitive so far), so adding technical troubles I can’t solve myself this early in the process can give plenty of people a reason to stop moving forward.
If you’re not a technology geek like me, that is. 😃 Unexpected issues tend to make me obsess until 2am….
I’m a big believer that how a company handles your troubles with their product is part of what makes people stay with them– or leave them and post rage-quit gifs on Twitter. (I need some new ones… got any to share? @jeannieruesch )
Terrible customer service (which includes nonexistent customer service) is a hug red flag for me. I’ve talked in the past about how amazing Customer Service can be a tremendous brand builder …and I have a post coming up next month about a company with a sponsored FB Ad journey that does a poor job of showing human customer service on their journey. (The anticipation is killing you, I know…)
Customer service can also have a strong impact on your churn ratio, on the actual adoption and shift from those trying your product to those who embrace it and fully adopt it into their new routines.
On the customer journey pathway, it matters. Greatly.
I don’t expect technology to be perfect. It’s fallible, but I do expect companies to know that, understand it, and respond to problems in a very timely, human manner if I’m having issues.
Do I want to spend my money with them?
This is also a good test for moving up to a paid account.
Before I’m going to spend any money with a tech SaaS company, I need to know that problems I have in the future will be resolved. That they get me. That they understand the changes adopting their product will mean in my day — even if the end result is positive– and they’re ready to support those changes.
NelioSoft passed my customer service expectations with flying colors. I sent an email to them through their website and let them know the issues.
They immediately got back to me, asked for a temporary login to my site so they could check things out. Within 24 hours and just a little back and forth, I had an email with an explanation that was the perfect amount of geek for me and a resolution.
They had identified the issue, updated the plugin and provided me a fix within my blog until that update was done and then let me know the plugin was ready to be updated.
When I logged in next, I could see the update ready:
Problem solved. My blog and my content calendar are now back to business. (Well, my calendar is … I’m still procrastinating.)
I’m still working out how to incorporate this into my days and really use the tool for good. And since this squirrel post went the way of customer service, I’ll post more about that next time in my tech series. But if you’re looking to improve your churn ratio, your customer journey, look at the adoption points of problems– and how your customer service can step in and become the hero of the day.
In the meantime, what’s the best or worst experience you’ve had with a technology’s customer service?
Featured image by Wokandapix | pixabay