Holy customer failure,Batman!
You just lost
52potential clients
Awesome!
GymPactThe idea seemed
really cool...
I liked that you were
recommended by Runkeeper.
d
The idea:If I don’t go to the gym
I pay you $10 a pop.
(and if I go I can make around a dollar per visit)
So I gave you my full credit card credentials...
(yeah that’s a whole lot of trust)
Problem:Not able to add my
gym because the app crashes when I try.
Effect:I can not check in at
my gym with the app.(kind of the key feature)
Result:I risk losing money even though I’ve been to the gym.
I think:Hmm, should be no
problem. I just contact you...
You’re a startup, you should love to hear
from users...
or maybe not...?
Geotagged...
Twitter. Sep 13. l
Support ticket. Sep 15.
I Got this ticket no.
I sent you all the details of my gym, including links to website and Facebook page.
l
Sep 17.
I added a picture from
the app.
Geotagged...
h
All you sent me was a threat to charge me $10. Thanks to Runkeeper I had at least
made 1 registered workout.
Ah, so this is where I send reports?
Sep 17.h
Sep 17.
sent to corrections.
I reference the tweets and the bug report I’ve already sent (with a ref no.)
h
I get another automated reply with a new ticket no.
h
First sign of life!
Sep 17. Evening.
Notice how fast I respond.
o
o
n
t
Oct 1. Another email about charging me...
T
So yeah, I deleted my account and made a
video of how to do it...
Hint: it’s in the app, click settings, scroll down, delete....
http://per.ax/gpvideo
Seriously, “help us do better”?? T
You have $50 winnings for people who give feedback after uninstall!?
My free feedback:The 50 bucks you’re giving away to people who give
feedback, use it to pay your customer service. I think
they’re on strike....
h
T
ll
do
vt
Sep 13
Sep 7
Sep 17
Oct 1
Time
Satisfaction
My GymPactUser Experience Map
axbom.com/gympact
v
Holy customer failure,Batman!
You just lost
52potential clients
Awesome!
axbom.com/gympact