Tag Archives: dashlane customer support

Hi, I’m Jim. I work in user support at Dashlane. Before I worked here, I was at another Internet company that, at the time, had a fairly small staff compared to its user base. One of the biggest complaints we received was that we had no phone number. Users demanded that they be able to call us, and we continued to promise them that we would get a line, despite the fact that we didn’t have the resources to handle answering so many phone calls.

Both our users and our managers had this sense that our user support team needed a phone number to show we cared. But would that really have done any good? Would a user have felt more cared for if they called a number and got put on hold for several minutes only to be rushed through the call so the rep could get to the next one? And if we outsourced our calls, would our users truly enjoy those conversations?

To be clear, our user support team was comprised of very caring representatives who did their best to help, but overwhelming them with a phone system would have added undue stress to their jobs and, further, would have created an unobtainable promise that with phone support the user would be attended to faster and therefore, somehow, better.

Now let’s leave the tech bubble for a second, and think about in-real-life customer support. I have two very specific memories about waiting in line.

One time, I was at a Hertz car rental location. The line was long and hadn’t moved for several minutes due to a slow or demanding customer at the front, but the single employee did not seem to notice that there was a growing line of impatient customers waiting. All the while a closed-circuit television loudly blasted advertisements for the company we were already patronizing.  The effect, no doubt the opposite of what their marketers were hoping, left me with a feeling of contempt whenever I saw those ads again or considered the possibility of using Hertz again.

The other line was at a Chipotle restaurant. The line was also very long — much longer even — but walking down the line was an employee with a small credit-card device, who took orders from those who were paying with plastic. He’d ring those customers up and they would merely hand over their receipt when they finally reached the register. Whether or not this did anything to speed up the process, I can’t determine — if it did, it likely wasn’t by much — but the simple act of being acknowledged while waiting made the experience of waiting much better.

Now I realize I just said that waiting for something without acknowledgment is a pain, but that sometimes attempts at instant gratification fail. A bit contradictory, I’ll admit.  But it boils down to this: We need to express care and value for the user without promising unrealistic expectations that will later disappoint. Companies’ relationships with their consumers should be built upon the same blocks regular one-to-one relationships are based: Honesty and commitment.

Here at Dashlane I run the user support team, and the way I view my job is similar to the company’s overall idea of ownership — users are in total control of their data and their security. In the same way, we want to share ownership over users’ support experience. What this means is users can be assured we will always listen and value everything they bring us. Everything users tell us is important; every issue brought to our attention will be considered and worked on. Not everything can be achieved, but that’s fine. We won’t make false promises and instead, we will ask you how we can come close.  Ultimately, we want Dashlane to feel as much your product, your app, as it is ours. Because, well, it is.

In the meantime, I actually can promise we’ll respond to all feedback sent to support@dashlane.com and through our app’s bug reporter within 24 hours. Well, maybe slightly longer on weekends, when we get a chance to sleep in.

View all posts by Jim Chesters Posted in Efficiency, Startup life, Support, We Love Our Users | Comments Off

The task of handling user support for a young startup can seem a bit daunting if not totally ridiculous at times. Often we don’t know any more about the problem then the person contacting us, sometimes even less. Bugs are discovered through trial and error and from users telling us they found one. Solutions are sometimes found the exact same way. It’s chaotic, but so is everyone’s role at a startup. Luckily, I thrive on chaos (*puts on cool mirrored sunglasses*).

OK, well that may be a stretch, but being able to talk to a customer while fires are being put out behind you is an important duty for a startup. The advent of social media and the rise of the Internet changed what we expect from a company. The day of the faceless, cold company support center is ending. It is only seen now in old monolithic industries like banking and cable, but even these institutions are changing. Look up your cable company on Yelp and I bet you it will have one star and a boatload of people complaining about their customer support. Recent news headlines demonstrate the growing unhappiness with banks and their like. These type of institutions relied on monopolies and strangleholds to provide their business for so long that they did not care how they treated people. Those days are ending though. New technology brings change and these companies can either adopt or fall behind. It is no surprise that in their desperation they can only lobby government to help them keep their power by silencing new forms of technology, but even that cannot maintain them forever.

For a startup, setting up good user support service at the early stage can be crucial. As the user of an online service or application you don’t have a local branch to go visit or a number to call. You still need to know that someone is on the other end looking out for you. If when I ran into a problem making my first order with a small company called photojojo.com two years ago and heard ‘please stay on the line, your call is important to us’ (or the online variation of that) I would have abandoned them. Instead I got great personalized support, I got a human voice and a name and they got a repeat customer.  Ease of communications has relaxed the boundaries between formal “corporate speech” and natural “human speech.”  Open and honest communication is the difference and the key to determining success.

There is an Indian parable about blind men touching the same elephant, but all describing something totally different. Each man is partly right, but all of them wrong. Although primarily used in referring to religious and cultural disputes, the same idea can hold true for a company and its community. In the old structure, businesses operated each department as their own blind man. The marketing department had no idea what the engineers were doing, the support team had no link to the executives, and the customers and users were holding on to the tail with no ability to see around it.  We can do it better. I believe that strong companies are built on strong products and strong communities. And the best communities are the ones that are able to work, share and communicate freely with the company. A company needs it’s users more than the users need the company. I think the goal of customer support for any company is more than just helping solve problems, it’s interacting and keeping people engrossed in and working with the company, and it’s keeping everyone in the company connected right back, so there is no confusion about what we are doing or who we are doing it for.  We are going to be like Batman, not a blind man, on our elephants.

View all posts by Jim Chesters Posted in Startup life | Comments Off

In our Link Roundup we will be sharing the articles of the week that got our attention, sparked our interest, or got us thinking. Most of these articles will be about e-Commerce, Startup Life, Security, and Efficiency.

Frictionless Login and Account Management with Dashlane | Windows.AppStorm

Post-Zappos Hack: 5 Ways to Protect Yourself Online | PC Mag

Use This Infographic to Pick A Good Strong Password | LifeHacker

The Psychology of Security | Bruce Schneier

12 Factors that Impact Whether Customers Click “Buy” | Shop.Org

View all posts by Stephanie Frasco Posted in Startup life | Comments Off

With every new large-scale security breach, an onset of articles follows reminding us all again-and-again about the importance of strong online passwords and what we must do to protect ourselves from hackers.  Two of the latest website security breaches to make headlines are perfect examples.

Stratfor, a Global Intelligence firm that releases a daily security newsletter, was recently hit by hackers.  Those responsible for this attack published around 860,000 usernames, email addresses, and passwords for everyone registered on Stratfor’s site.  In addition, the hackers also claim they disclosed credit card information and other sensitive data about every Stratfor customer on file.

The Tech Herald published an analysis of the Password List and it shows that there are lessons to be learned. The lessons are no surprise…

  1. Weak Passwords
  2. Recycled Passwords

In addition, online shoe selling giant, Zappos.com was also a victim of a cyber attack recently with over 24 million customers’ personal information stolen just this week.  As the news unfolds, we still don’t know all of the details except that Zappos officials are forcing all customers to reset their passwords.

As the “online world” becomes more integrated into our lives, these types of cyber attacks are becoming more and more commonplace.  And it’s almost always the same outcome:  Security Experts and journalists advise us to change our passwords to make them more secure.  But, unfortunately most of us don’t listen.

So why is it that we don’t listen? Like many of the things we do, the reason goes deep into basic human psychology. Bruce Schneier, Security Expert, wrote an in-depth essay on this very topic.  He says, “the psychology of security is intimately tied to how we think: both intellectually and emotionally.”

 

Here are some theories I came up with myself based on my own experiences.

1.  We think it will never happen to me.
We often go through life thinking we’re invisible.  The same applies to the Internet.  You might be saying, “Hacked? I won’t get hacked. That only happens to my Facebook friends who click on links.  I don’t engage is risky behavior like that, so it will never happen to me.”  WRONG.  It likely will happen to you!  In fact, considering the scale of attacks on sites like Zappos, chances are pretty good it already has happened to you.  And chances are also good that you’re unaware it’s happened — this is exactly what hackers want.  Unfortunately, prevention is a difficult pill to swallow.

2.  Unless it happens to us, we remain unaffected.
We can all relate to this.   Two guests I invited brought along their 18-month old boy, who is a bit of an explorer.  As I was taking the steaming hot lasagna out of the oven, I turned away for one second to place the dish on the counter.  Before I knew it, I heard him wailing in pain.  While I turned away he stuck his hands into the oven and burned himself.  While I continued to feel terrible for the little guy and assumed it is all my fault and launched into ideas about how I will be a horrible parent, his parents assured me that this is actually a good thing because he learned his lesson.  He will never put his hands in an oven again.  So was the lesson learned?  Chances are very good.

This might hold true for your own attitude towards your online security and passwords. Unless you have already been affected, you will likely continue to use the same old passwords on every website.

3.  We are lazy
Let’s face it.  It’s boring to go in and change all your websites one-by-one.  We have other things to do — like watch videos, chat with friends, shop, and surf the web.  For many of us, the Internet is an escape, an activity for “fun time.”  The last thing we want to do is go through 100′s of websites to update our passwords.

4.  We are creatures of habit.
We’ve been using the web for years without worry of security measures.  We’ve created habits on how we use the Internet.  Ian Newby-Clark is a psychologist says we have hundreds of habits.  And even if we want to change them and we aim to change them we fail.  “These habits are hard to change because they are so ingrained…they are almost automatic.”

5.  We want convenience
This is a topic we talk a lot about on the Dashlane blog.  Alexis, our Co-Founder and Product Manager wrote a post on this topic explaining why security for its own purpose is not the solution.

One Step Closer to a Secure Online Life
There are a lot of ways to protect yourself online.  Using different passwords on each site is a good start. We aren’t going to tell you this is the only way to make yourself safer online, but it definitely lowers your risks. We have created a solution for this with Dashlane.  Whether you chose to use it or not is your choice.  But hopefully we have made it convenient and simple enough for you to take a step closer to a more secure online life.

Watch here to learn how this feature works.

View all posts by Stephanie Frasco Posted in Security | 5 Comments