A couple of weeks I found a big problem in one of my client’s Wufoo forms. The submit button on a payment form had disappeared.
Despite many vain attempts to fix the problem, I eventually resorted to contacting the Wufoo support team. After all, a missing submit button on a payment form is a pretty big deal.
I don’t usually contact support. I like to try to figure out things on my own. It’s one of the best ways to learn. But the biggest reason why I cringe at contacting support at most companies is because they can be slow and unhelpful.
Unfortunately, I was really stuck in a rut. So I filled out Wufoo’s contact form and shifted to another task. Pretty soon I received a response. Wufoo was aware of the bug in the system, but the developer working on it was unavailable.
I gritted my teeth and responded that it was a fairly significant issue. This wasn’t just affecting my form, but many others as well.
They got the message.
Shortly after, I received an email that the issue was being looked at. Better than nothing, I said to myself. Within an hour, though, the problem was fixed.
I never doubted Wufoo. Their service is excellent and they have some bright people working hard to make it even better. And I think there are some lessons we can learn from the way Wufoo handled this situation.Keep Reading