Posts Tagged: software

Adventures & Lessons in Customer Service: Part One

Adventures in Customer Service

Applian has always been a customer-oriented software company. With a number of products that help people record video and audio off of the Internet, we’ve learned a thing or two about customer service over the years. With this in mind, we thought we’d share how we roll. And, we care so much about it that this one is a double volume post (stay tuned for part 2!).

You can’t please everyone… but try really hard!

Customers write in with all sorts of questions. Everything from “What’s my Activation Code?” to “Why can’t I record this video while my computer is off?” Some questions have easy answers; others require a bit of investigation. So how do we keep the conversation positive and helpful all the time?

1. We actually READ what you write. It’s important that we resist the urge to skim communications and jump to the answer. Yeah, yeah, we know it happens. But if you treat emails like a grocery list, you’ll likely miss something and provide bad or incomplete information.

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2. We recognize that your time is valuable. Just like you, we aren’t glued to our inboxes (actually, that’s not really true – we’re pretty glued). Regardless, we want you to get back to the important stuff, like using our products. So we always try to get all the information needed with the least amount of back-and-forth communication possible.

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3. Don’t be a jerk! That goes for both the support team and the customer. The anonymity of the Internet can often lead people to type things that they would never say to your face. Thankfully 99.9% of our customers are perfectly charming. Like, people we’d actually hang out with. Every once in a while a bad apple will drop into our inbox and be downright horrid. Our plan? Send it to Tom, our Chief Operations Officer, who has the uncanny ability to turn every scary monster into a cuddly kitten.

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4. We’re armed with a team of humans. Our (awesome) software products are downloaded thousands of times per day. So, of course we want to be ready to answer any and all questions. We couldn’t do it without a staff of smart people. Really smart people. Robots are cool and all, but not really our thing.

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5. The Special Sauce is important. When customers write in for help, the ticket is answered by the member of our support team that’s most knowledgeable about that particular product. If you need help with Replay Media Catcher, Shellie will be the one to sort it out for you. Cheryl will take all your Replay Music questions. And, Chad & Sheryl will help out with sales and ordering.

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As a customer, what are some of the ways that a company can show you that they value your business? We hope we’re on your list of favorite companies. If not, let us know how we can do better!

Expand Your Music Library With Replay Music

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How many streaming music services do you listen to? Pandora, Rhapsody, Spotify, Grooveshark, Sirius/XM, Songza,? I love them all for different reasons. Next time you’re listening, try using Replay Music to record the tracks as you hear them. Just click START and listen. That’s really all there is to it. The songs you listen to from your favorite streaming music site, are recorded and saved to your PC as high-quality MP3 files (there are other formats too). The tracks are separated and  tagged with Artist, Album, Title and Genre. You can even set Replay Music to export the tracks to iTunes or Windows Media Player.

Pretty Nifty. Replay Music can record any audio it hears. Even from music videos. It’s a great way to discover new music. Remember, if you like the song you’ve recorded, support the Artist and go buy it.

Hope you’re having fun with Replay Music. Let us know how you use it.

 

YouTube MP3 Fridays

For the last couple of Fridays, YouTube has changed how they are delivering videos, which has broken our downloading software (as well as all of our competitors). In particular, the Vevo branded music videos seem to be the ones that get the new technology first. Nevertheless, we are on top of it, and have managed to get new releases ready within a day or two of the changes. The bad news is that our engineering team is starting to loathe the end of the week.

The latest format is called MPEG-DASH — according to our alpha geek. We are having to do a little extra work to turn this format into a playable file, but the end result is as good as ever.

If you’re an avid YouTube downloader, you might consider trying Replay Video Capture for Video, and Replay Music for Music if you don’t want any downtime. Both of these products take an “analog” approach to recording, and will record video and music in high quality no matter what YouTube does behind the scenes.

Replay Media Catcher is still the fastest way to download from most video and music sites, and it makes a perfect digital copy of the original file. So no matter what changes happen in the future, we’ve got you covered!

New Skype Recorder

After a lot of work, and a few false starts, we’ve finally published what we consider to be the best Skype recording solution ever: Replay Telecorder.

Both voice and video chat conversations can be recorded, just by clicking the Start button. As with all of our products, we have made it as easy to use as possible.

Replay Telecorder is a true stream-capture recorder, which means that you get perfect bit-for-bit recordings, and there is no messing around with audio hardware settings or video capture windows.
Check it out!

New Web Site

Quick Applian news: we launched our brand spankin’ new web site last week. We’ve tried to simplify the navigation, and make more use of video throughout the site.
More cool stuff coming…