Do you have a customer support problem? Make a video.

| November 17, 2009 | Reply

A couple days ago, I needed to buy a couple shirts from Paul Fredrick, a men's quality clothier. I opened their website and tried to view some of the shirt details on my computer, but their zoom function wasn't working, and the100x100 pixel image wasn't giving me enough detail to make a decision.

So, I went through their customer support contact box on the site andlet them know. The next day, they politely wrote me back to let me know it was probably my cookies. I erased my cookies to the site and tried again, but no dice. The site was having a problem, and since they didn't know about it, that led me to believe it was probably isolated to the users of Mac/Firefox.

Rather than to write them again, I decided to make a short video and post it so they can see what was happening. It worked great and they are know aware of the problem.

First, I recommend you download Jing. Jing is a great little tool that allows you to immediately make videos of what's happening on your screen and I suggest you get the Pro version as it allows you to save files in a easy to use format. Then, just post to YouTube.

The next time you're trying to get help with a site, make a video and post it. It will save you a lot of time and will help the site out. 

The site was happy I made the video as well. Here's their response:

HI Mr. Cox,

Thank you for taking the time to report the Issue with our Product Zoom
feature. We did notice the issue on Friday and we are working to resolve
this issue. This issue is isolated to FireFox and Flash 10.0 on the OSX
platform… Until we resolve this issue you should be able to utilize the
Zoom feature using Safari.

We really appreciate you taking the time to create the video..what a
creative way!

Again Thank you
Shaifeez S.
Sr. Web Project Manager
PaulFredrick.com

—–Original Message—–
> Received: 11/14/2009 1:21 AM
> Subject: FW: Feedback : Website Comments
>
> Feedback from the website
> Date : 11/14/2009 1:21:09 AM
> User Name : Steven Cox
————————————————————————-
> Hello. I wanted to tell you about a bug that I am continuously getting on
PaulFredrick.com. I`ve made a 1 minute video of the bug and posted on
youtube so you can see it in action:
http://www.youtube.com/watch?v=lxCCPX1iISs
>
> Let me know if you have any other suggestions. I`d like to buy a shirt or
two, but I can`t see the details of them.

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Category: At Work, Entrepreneur Insights, Web and Tech