Yesterday I was whining on Twitter about how I’d had the tiniest little problem with my screencasting weapon of choice Screenflow (if you’re on a mac, just buy it now).
In short, I’d had a couple of shots where a tiny pixel had attached itself to a particular type of cursor. The type of thing that you would never even notice if the footage weren’t super-magnified. Not a biggy.
Within a few minutes, Vara had picked up on my tweet, replied to me and asked if I’d like to submit a support email. Which was awesome - I see Twitter used and abused in a lot of ways, and it’s great to see it being used so proactively by a developer to monitor and respond to feedback.
That would have been cool enough, but what followed was pretty much mind-blowing.
Within another hour I had a copy of the problem file sent over to Vara for them to check out, and maybe an hour or less later than that I’d been given a link to a new, as-of-yet-unreleased build of the software. Problem fixed.
This is a company that is consistently listening to feedback, creating updates that really do add additional features (rather than just bug fixes), and evidently care about their commitment to “making ScreenFlow the best screencasting solution out there,” as Brian from Vara put it.
They’re doing an incredible job of it, and I’m excited to see what’s coming next.
The last update, from 1.0 to 1.1 threw in some incredibly useful new features based on feedback from users, and this thing just keeps getting better.
In short if you want some ideas about how to improve your web based business, take a leaf from Vara’s book.
NB - I’m not affiliated with Vara in any way, neither are any of the above links affiliate links or suchlike. Just want to spread the word on a company that is passionate about what they do, and making an app that kicks ass on so many levels.
One Comment
I don’t use a mac, so unfortunately can’t use screenflow yet, but you are very right to highlight such amazingly responsive customer service.