E-commerce: Why are some sites so unfriendly to customers?

Cindy, one of my colleagues at my school, has been helping us make some banners for announcements for our upcoming events and Chinese New Year Holiday. She highly recommended the software called 非常好色6是DIY美工創作的必備幫手 which translates roughly as “Very Colorful 6 is a DIY art and creative tool that is a necessary help”. The tool can be used to create pages like the ones in the image below.

magicpower

In fact, she used the software to create the following Chinese New Year notice, that we are placing on our school website and handing out to students.

new year notice

In fact, she designed the funky notice. Then she exported the document using a PDF print driver called PDFCreator 0.95 (I think). The real problem came when we tried to order the software through the Interweb. I was quite surprised that the publisher called NewSoft which had an international website could run such a weird system. Rather than retype everything, here’s the email I fired off to the publisher.

Dear NewSoft…

I recently had a frustrating experience trying to buy Chinese language software from your company… Your Website for Taiwan is terrible…

1. it doesn’t work with Firefox? And that’s really not very professional…

2. when I opened it in IE7, I successfully managed to order, but the software CLOSED my browser, tried to popup a new window without my permission, and caused me to wonder why I bothered trying to order
anything from your site.

3. then when I accessed your website again, I was told that my browser (IE7) was out of date, and to download new crap onto my system… If you want customers to come into your store, do you really ask them to change their shoes and coat first… ?

I’m sorry but your e-commerce site is really awful, and I’ve done a lot of shopping online in the past: It’s not friendly to non-IE7 browsers (let’s not mention Linux!), isn’t friendly to people who can’t read Chinese fluently yet (and the buy button is so ridiculously small), and then crashed my browser, and left me wondering whether or not I had successfully completed the order.

Overall, it created unnecessary demands on e-commerce users… I wonder how many customers would bother to even try the second time, or the third time…. Like I did. Or how many would even bother to write this email… Perhaps I’ll just post it on my blog tonight…

Best Wishes
Kenneth

Unfortunately, in Taiwan there is a huge assumption for local websites that IE6 or IE7 is the ONLY browser in use. It’s like most companies are unaware of the need to develop websites that have core functionality that is accessible for non-IE6/7 browsers or systems. A kind gentleman called Frank that responded promptly to my email admitted as much. But he didn’t care to explain the sense of that.

Is your site browser friendly or browser neutral? Have you checked? With mobile blogging and e-commerce likely to become a big phenomenon, designing websites that are cross browser compatible is a necessity if you wish to be taken seriously in the e-commerce world. And Apple which uses Safari and Firefox as browsers is also growing its PC market share above 5% of late. Linux installs are also growing. Opera is also multi-platform as a browser, and is very standards-compliant. At the very least, functionality should degrade in a way that is not obvious to visitors.

But in the website I used, even the dropdown menus didn’t work in IE7 as well as Firefox. It just seems that if a company is serious about online business, the website needs to respect as many choices as possible, it needs to be properly tested, and it needs to be maintained. You can’t just build your website and forget about it.

error in javascript

There were other usability issues including the a javascript error, and popups to documents that can be printed out, but which may crash your browser.

So, do test your e-commerce website as much as you can before, during and after the launch. Keep it uptodate and make it as user friendly as possible. Otherwise customers will experience errors and simply close the browser, click away or enter a URL of one of your competitors, instead. All of these result in lost sales.

Dreamhost: is it turning into a nightmare again?

Frustrations of Dreamhost

Dreamhost is billing me for bills that don’t exist! I’ve been using their hosting for nearly four years now, but this problem (and no host is without ‘issues’) is vexing. I emailed them questioning them on this.

This is just a notice that your DreamHost Account #####
(“*** Account”) has a balance of $40.80 (including any charges not
due until 2009-01-30), with $40.80 due (since 2008-12-30).

You also have $40.80 past due (owed since 2008-11-30), and if
by 2009-01-30 you do not pay at least the $40.80 part, your
account will be automatically suspended until payment is received.

If you would like to CLOSE your account with DreamHost, just visit:

Since I always pay on time, I knew this to be an error. In fact, I checked yesterday’s billing for something else… So I replied as I was nervous about losing my account!

Dear Dreamhost…

I’m sorry but I don’t understand what is going on with my billing… I
paid my bills on time, and the panel (when it works) shows no
outstanding amount… so could you advise urgently what is going on.

Kenneth

Then I tried to login to my billing in the Dreamhost Panel. Not loading. So then I sent an email to support but it was rejected because it didn’t have an account number or any details. The rejected email told me to login to my panel and request support. Hah!

We’re sorry.. your email was unable to be processed by our automatic
support system, and so is being returned to you.

Our system could not find the open support case you were replying to,
and so could not automatically tie your message into our system. If this
was a reply to an EXISTING issue, please be sure to keep the:

[blah 123456]

in the subject line of your reply!

If this is regarding a NEW issue, we must ask that you submit it
through our web panel at:

So then I sent another email as an attachment to my original billing problem with the following words because Panel is still not working…

Also, and this is a major problem, your Panel is NOT WORKING… And I
can’t send email advising you of this… because the email that I
originally sent. There is no phone number or contact number so how on
earth are we supposed to contact you when there is a panel outage, we
don’t already have a ticket in the system, and your system rejects
emails addressed to support@dreamhost.com

I’d say this is a pretty serious issue.

Kenneth

As if this were not rebuke enough, it was similarly sent back with the following error…

This is the Postfix program at host kitty.sd.dreamhost.com.

I’m sorry to have to inform you that your message could not be
be delivered to one or more recipients. It’s attached below.

For further assistance, please send mail to <postmaster>

If you do so, please include this problem report. You can
delete your own text from the attached returned message.

So then I checked the Dreamhost Status Website, no support is provided, just notifications.

So then checked the contact page, and the contact form wouldn’t load, and there was no telephone number, only a fax number and address.

I’m so very unimpressed that I had to blog this. I will be filing a formal complaint with them once the panel issue is resolved, and I’m removing the link to their ‘rewards’ program as a punishment for them.

I’ll be interested in a response from them on this issue. What do you think about Dreamhost?

Going to War Against Google’s Hubris: Three Actions You Can Take Today!

The backlash against Google’s Tyranny is growing, and even after two months, there is still a lot of anger and frustration at Google’s actions over “no_follow” and the recent downgrades of blogs. In fact, the recent actions, actions that Google has taken against many websites for problems that are more to do with their own inabilities as a Search Engine to manage their results, have led many bloggers to see Google’s oft quoted mantra “Do No Evil” in a whole new light.

As many of you know, the crew at Google felt it appropriate to snip away at InvestorBlogger’s PR rank until it went from 4 to 0, all the while ignoring blatant violations of the same TOS by well-known websites who were quietly called by Google and advised of the situation. Such hubris is evidenced by Google’s eagerness to snatch vast tracts of the world of media from Internet, Video, Books, Radio, Newspapers and much much more.

There is an increasing backlash among bloggers regarding Google’s behavior towards webmasters , as it is no longer telling bloggers how to blog, but also what to blog…

With Google’s increasing ownership and development of new websites (Gmail, Google Docs, Picasa, etc.), it is getting more and more difficult to extricate yourself from their grasp. But I’m here to tell you: it can be done. And it’s not that difficult.

Step One: Take Stock of the Services You Use.

Find out what services you readily and regularly use. For this, you may need to observe and record a daily log of what you regularly use. Or you can find out which Google sites are saved in your favorites. Once I took stock of my usage, I was surprised at the number, range, and depth of the services I use:

  • Gmail – I use this on a daily basis and have several different accounts with them. Fortunately, mail can easily be accessed and downloaded via POP mail or via IMAP. With large amounts of data, though, you may need to use an account with a larger mailbox than many services have.
  • Google News – Again this is something that I use often, and along with Google Image Search and Google Search, I find that I use these almost several times a day. There are alternatives to each of the services.
  • Google Docs – This nascent service is gradually gaining in complexity and at this time there are few equivalent offerings available. So simply cut the usage as much as you can, so you are not particularly dependent on the service.
  • Picasa and the web albums – Picasa, like most of the products in Google Docs, is the result of an acquisition by Google. The software is generally quite easy to use, well-integrated with their Web Albums, but can be used independently.
  • Reader – for RSS feeds, this service offers you the ability to log and subscribe to feeds for blogs, and other websites with RSS feeds. It is generally quite powerful, but it is far from unique.
  • YouTube – recently took the crown from Google Video as their primary video offering. There are a number of issues that using YouTube has that I’ve found make it difficult to use YouTube for hosting my own video: lack of control for placement of videos on other websites (you can block websites, but you can’t choose); uploading issues that frequently happen; and video unavailability (perhaps due to apparent TOS problems) in which videos are removed without notice.

For those of you who seek to create websites and blogs and monetize, the trio of sites including Adsense, Analytics and Webmaster Tools are websites that you may choose to eliminate.

  • Adsense: I’ve already blogged quite a lot about the problems of Adsense (including dropping clickthrus, click fraud, banned accounts, etc.), but the biggest issue seem to center on the primary issues: to get revenue from visitors, they have to CLICK AWAY from your site; Adsense Ads generally are really ugly; you’re displaying ads for websites for FREE if users don’t click; and, worst of all, the amount of clicks that get discounted for a variety of reasons is turning into an avalaunche (I can’t tell you how many it is because I’m still using Adsense, but it’s far more than you’d think).
  • Analytics: I have enjoyed Analytics for a couple of years, because of the depth of information that is available, and the conservative nature of the counting system that is used. I tend to favor using a conservative method consistently so that I can measure ‘real’ growth, rather than some of the less accurate metrics available using Alexa, SiteStats, etc.
  • Webmaster Tools: I’m still puzzling exactly what this set of tools is for, as it seems a way for Google to make their Search Engine at least appear transparent. Unfortunately, the stats and tools are quite limited. About the only thing I valued it for was the sitemap function. Other than that, I just don’t get it. It returns a lot of false positives, incorrect links, and other problems that are non-existent.

Step Two: Prioritize the Services You Need/Dump Those You Don’t.

Once you have compiled your list, you’ll be able to see what you can do by prioritizing what services you can leave immediately, what you can slowly wind down, and what services you are still relying on. Separating the services into these three categories is a good way to triage your use of Google.

For example, I found out that YouTube videos for my business can be just as effectively hosted on my own website as on YouTube. I don’t particularly want tons of people to see these videos as they were intended for a very targeted audience only. Hence, I’m now downloading the videos, saving them, converting them to FLVs and then replacing them in my website. Since I only have a dozen or so, this task can be accomplished quickly.

Other services like Google News can be replaced immediately without any problem for me. But some services will just have to wait, while I figure out how to extricate myself from dependence on them. Gmail is a good example of that. While I don’t particularly like the new versions of Yahoo! Mail or Hotmail, and the spam filters on my own websites email system aren’t particularly good, it looks like Gmail is here to stay for a while!

So this list of resources resulted in my own decisions

  1. Immediately: Google News, Search and Image Search; Webmaster Tools;
  2. Gradually: Adsense; Analytics; Picasa and WebAlbums, YouTube; and
  3. With Difficulty: Gmail and Docs.

Step Three: Finding Quality Equivalents to Google Services .

Once you have created your action list and prioritized what is needed or not, it’s time to get your hands dirty. But remember, like all drug addicts, you will need to withdraw slowly from your dependence on Google. Few of us could go cold Turkey. If you can, then you’re lucky.

Many of the services have exact or inexact equivalents that can suffice: Gmail can be replaced by Yahoo! Mail; Picasa by Flickr; Google Search by Ask.com or Yahoo! Search; Adsense by Yahoo! Publishers, or any of a variety of alternatives; YouTube by Revver or MySpace Video ; etc..

Once success story is that I’ve already switched away from Google Reader to BlogLines by exporting my OPML file in Reader, then reimporting the result to BlogLines. It worked quickly and effetively, though the different environment takes some getting used to. This for me was a timely switch because in fact there was an uproar about Google sharing your public or shared stories with others in Google Talk.

I’m already about to remove my videos, pictures, Adsense in the next few weeks or months. But it’s going to take time to extricate myself from the Google Web. I know I can do it. But in some places, I may just choose to find another way to get back at Google instead: I have installed an AdBlocker, and while I don’t particularly use it at the moment, I can see for those services where ads are shown (such as Gmail), I could happily turn it on, simply to deny Google the opportunity to make any money from me. After all, since they’ve taken hundreds of dollars out of my pocket and others like me, I can do the same thing, too.

Final Thoughts

At the moment, I can’t think of any other tools that I really use Google for. But since this is an exercise in freeing oneself slowly from Google’s grip, it’s wise to look through the list and find the services that you really need the least or that have strong equivalents.

It’s also wise to be more cautious in the future, lest by our collective actions we create another Frankenstein monster, cobbled together by the stitching of the web, and left to run amok until we collectively realize and treat the madness that allowed it to be created in the first place.

Do you know of any good equivalents to Google Services I have NOT mentioned so far? Please comment them. Let me know what you think about the situation!

Disclaimer: There are no links in this post to any Google Services. But this blog still utilizes several services, including Adsense, Webmaster Tools, Analytics… I’m working to get rid of them in stage 2.