A company should evaluate how it is performing in key areas of their business – whether business is bad or even if it’s good. We recently asked some clients and prospects – people who chose CleanSpeak and people who haven’t yet – what they think about Inversoft, our product and our customer service approach.
This kind of inquiry can be uncomfortable to make, but the feedback helped us understand our customers better, which led us to make further improvements to our technology and our service.
What's to be learned
What we learned about the opportunities we lost was revealing in some very positive ways. We discovered there were some companies who simply couldn’t incur the cost of a premium enterprise technology. In some cases, they
chose not to implement filtering and moderation technology, while others opted to build a very simple solution internally. The best part is that there was only one lost opportunity that selected a competitor over us. In this case, they wanted the comfort of a vendor located in the same time zone. By contrast, the companies that recently switched to Inversoft’s CleanSpeak solution from our competitors came for reasons they consider critical to their business.
The companies that chose Inversoft did so because they wanted a solution that was reliable, had a comprehensive set of useful tools, and was as quick and easy to implement as enterprise software can be. Some of the newly converted customers told us the integration process with competing technologies was so painful that they never got the value they sought from the other offerings. The clients indicated that integration of the competitive solutions took many months to install and configure while the process of integrating with CleanSpeak only took a couple weeks in total.
When working with Inversoft’s profanity filter, CleanSpeak, the flexibility and thoroughness of the filter provides multiple tool sets to test, customize and tune the filter to meet your online community needs.
A classic profanity filtering challenge is when words are embedded in other words. This is commonly referred to as the Scunthorpe problem. Inversoft has developed a solution to this problem by introducing Filter Mode. For each entry on the CleanSpeak filter list, the filter mode defines how the word or entry will be filtered, particularly when it’s next to letters and numbers.
Protect Against Social Hacking
You might have heard about the recent a social hacking incident of an established cloud-based email provider. The hacker contacted a member of the support staff via phone and convinced them that they were the account owner. Once they had convinced this unsuspecting support person, they convinced them to change the email address on their account (which was of course not actually their account).
This is a classic example of a social hack. Many of you might remember the scene from the movie Hackers where Zero Cool convinced the security guard that we was an employee and got him to read him the phone number for the modem. And if you don’t remember it, check it out on YouTube.
You know how it feels when you’ve made a decision that doesn’t seem to be working out. You want to believe things will change for the better, but you know in your heart of hearts that it won’t. Should you just stick it out or change course?
In his book, The Dip, Seth Godin says extraordinary benefits accrue to those of us with the guts to quit early and refocus our efforts on something new.
How do you know something isn’t working out? You should begin by considering the reasons that supported your original choice. Is the product or solution you selected failing to fulfill your original requirements? Did the enterprise software you bought take far longer than promised to integrate with your system? If so, then you should seriously consider the change of direction you fear.
Working with a smaller software company can be a big advantage to customers that require a mix of nimbleness, quality and responsiveness. This combination can overcome resource limitations to provide high value products and services.
Small companies are typically comprised of company founders and early employees who thoroughly understand the company’s mission, vision and product set. This motivated group is quick to comprehend customer needs and is empowered to move fast to deliver solutions. While large companies often have more resources upon which to draw, they are typically fraught with red tape and politics that bog down product development processes.