We are excited to announce the release of our Beta 3 version. If you are a Dashlane user, you will receive this new version through automatic updates. If you aren’t a user but would like to be, please go here.
We have worked on further improving the Dashlane experience as well as integrating many of your requests in this release including:
New Countries: It is now possible to add contact information for more than 250 countries. For the moment, we still recommend using Dashlane on English and French language sites.
Memory Usage: We have made significant improvements to deal with memory issues reported by some users of the Mac version.
Secure Notes: You can now save secure notes to the login/passwords you store with Dashlane.
Credit Card Sync: You can now synchronize credit cards details between your devices. This option is disabled by default.
ClickToPay: Dashlane now captures screenshots of every purchase you make with your credit card.
Getting Started: For new users, we have added a “Getting Started” section allowing them to quickly get on board with Dashlane.
Password Import: Significant improvements have been made to the password import feature on the Mac version.
Browser Support: Firefox 11 support and Chrome 18 have been added and we have improved the management of browser updates.
Bug Fixes: Over 700 bugs fixed thanks to your help and feedback.
Please feel free to contact us at email@example.com if you have any feedback or issues.
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.
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.
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…
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.”
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.