Wednesday, October 22, 2008

Improving "Early Life" -- What's Your Take?

So we've got some shocking news here at IPOWERWEB.

We've been informed that some of our customers get confused when landing in the control panel for the first time. Yeah, apparently it's not intuitive that when you click on "POP Mail," it's the same as clicking on "MailCentral." And who knew that it wasn't obvious that the "Set Site Editor" page doesn't actually let you start creating your website.

These nuances, which we tech geeks at IPOWERWEB have come to know and love (okay, not really), present a bit of a problem for new customers coming on board. Our site essentially says, "Our hosting plans include great website building tools, unlimited email boxes and a free domain name! Go after it!" And I guess the process of signing up and logging into the control panel for the first time doesn't mean customers instantly know that clicking on the "WebSiteCreator by CM4all" icon is probably their best bet for starting a new site if they don't know any HTML.

So where does that leave us? With a bunch of somewhat confused customers calling our support team within their first 48 hours on IPOWERWEB. Our bad.

But, before you throw in the towel, let me say this: we are looking to make a change. We get it now. We realize it's not fun for you to employ the "hunt and peck" method to figure out just which of those little icons will actually be the key to creating your first mailbox. We want you to be happy with your IPOWERWEB account, not feel like you've just stepped into a 2 sq. mile corn maze with no iPhone serving Google Satellite View.

And without further ado, let me present the first step to our solution. Our support, product management and development teams have designed and developed a QuickStart Wizard to walk customers through the first three steps to setting up a hosting account (which, coincidentally, are the top three reasons customers call us): adding a domain to your account; setting up mailboxes; and getting a site started and learning what the heck your FTP settings are.

But the greatness doesn't stop there. After you've run through the QuickStart Wizard for the first time (and completed all the tasks), it turns into a QuickStart Manager, which will always be accessible from the top of the control panel (next to the "Preferences" icon), should you want to go back and manage your domains, email and website from the wizard. Same goes for existing customers: even if you've already set up your account, just click the icon and try the wizard on for size the next time you want to create another email box, etc.

Okay, so bottom line? We want your feedback. When this product launches next week (fingers crossed), we want to know -- is it intuitive? Does it make setting up a domain, email address and website easier? What do you like? What don't you like? Tell us by leaving a comment! With your input, we'll be able to improve the next release, and ultimately use this tool as a model off which to base revamps of other tools in our control panel.

3 comments:

Ice Rabia said...

It is a good thing that you are making an effort to make your customers have an easy start with your web hosting panel. First time users most usually are just beginning to learn to use all features available, and they don't know a lot of terms used in the control panel. So it is good help for them that you have created a help wizard.

Katie said...

@ice rabia Thanks for your comment. If you've had a chance to use it, what do you think of the wizard so far?

sewa mobil said...

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