I just had to assume the rant position on this one. I just had the worst web site usability experience ever. Well, maybe that’s an exaggeration. The worst website usability experience in over a week. A month at the outside.
I signed up for a free trial of an online software solution, as you do, and wanted to ask the customer service department if they supported PayPal as a payment method as that’s my preferred mode of operation for online stuff. Seems to fit well: online service, online payment.
Off to the contact form I go. The US 1800 was unattended as it’s out-of-hours right now but there was what I thought would be a helpful link to ‘Contact Sales’. Man, was I wrong.
If you’re running a company, what comes first? Getting the customer to engage with you, or nit-picking at them to fill out stupid forms? Hands up all those who say filling out forms is the way to go. Back of the class, all of you…
The helpful contact form in this case had morphed into 12 mandatory fields, with a particularly annoying pop-up on submission when you didn’t fill in a relatively irrelevant bit of information. What’s up with these people?
At least there was some gratification to be had though. Their website has one of those nifty semi-anonymous feedback tools, which as it happens was not written by a usability challenged developer and let me pen an abbreviated version of this rant right there.
This gaff was after I was already annoyed at having to supply credit card info to get access to the free trial in the first place, which is another really odd synthetic hurdle to put in the way of prospective customers.
To slip sideways into sports jargon their website is almost an own goal, and if it weren’t for the excellent quality of the product these two niggles would definitely count as three strikes.
I got this far down the article thinking I wouldn’t name the website, but what the heck, this might serve as a review of sorts for some people: The service in question is GoToAssist Express.
I’ve been evaluating their remote support tool against a few of their competitors and it is head and shoulders better than many of the ones I tried and at nearly half the price of the elephant in the market it’s very good value.
I’ll be purchasing a subscription for work despite their website, not because of it. Maybe they were growing too fast and felt they could reduce the growing pains by annoying prospective customers?