Learning as we go

- Posted in News by

Learning how to scale out a support system in a small business is one of the most challenging things that I have ever done. MXroute support wait times are high, and the workload grows at a rate which exceeds my personal ability to answer the questions. I can look at this as a failure and retreat, or I can see it as an opportunity to learn and improve.

When scaling out a support infrastructure, it's easy to learn the ways not to do it. You experiment, observe the result, and quite often your theory doesn't hold up to reality. As discouraging as failure can be, no one articulated the opportunity it presents better than Thomas Edison:

I have not failed. I've just found 10,000 ways that won't work.

There in lies the opportunity. Each failure is simply a lesson in what not to do. Here's what we've learned doesn't work:

  1. A staff-created Knowledgebase.
  2. Exposing common questions prior to accessing the contact form.
  3. Using Slack to siphon off quick questions and prevent tickets.

So once again we're trying a new strategy. We're going to change the support workflow in pieces. I'll go over the rough plans for that now.

This is to allow you to ask the questions in your own words. Perhaps even duplicate questions because one of the existing ones may not be worded in a way that it looks like it could answer your question. This creates a community-assisted database of material that can be used to expose better answers to questions prior to opening support tickets. That brings us the next step.

  • Second, we're going to launch a chat bot.

This is a heavily trained bot that will be intended to help you identify the right answers to your questions without ever needing to speak to a human.

Now, we value human support just as much as you do. We also recognize that having a human answer every question is simply not a viable strategy at our scale. The more questions we can answer without a human, the more available we can be when you actually do need to talk to us. It's about maximizing the quality of human interactions by automating the repetitive ones.

Rest assured that MXroute support is not dead, we're just struggling to find the right answer. We've found a bunch of ways that don't work, so we're that much closer to the ones that do.

 

Lifetime Promo!

- Posted in Deals by

The subject of "lifetime" promos has been a controversial one for some time, in many different circles. Everyone knows that a service which has recurring operating costs cannot operate on single payments for continued service. At MXroute, we have a different perspective. Allow me to explain.

Our business has been so incredibly successful, and it continues to grow at an incredible rate. The ability to afford the infrastructure is not at risk, not even a little. These lifetime promotions will never be large enough in number that they threaten our recurring packages. The reason that we sell them is simple. We are letting you bet on our success and invest in our growth, with a clearly defined expectation in return: That our service works. This allows us to raise money to expand our company without ceding control to investors.

So if you believe in us, if you think we're going to continue growing, how can you resist this deal?

  • 10GB Storage
  • Unlimited Email Accounts
  • Unlimited Domains
  • 300 emails per hour outbound limit
  • $100/lifetime
  • Order here

Lifetime refers to the life of MXroute, which is quite healthy and does not intend to go anywhere.

 

Affiliate Payout Update

- Posted in News by

Hey everyone!

I updated you a while back on the closure of our affiliate system. There are still many of you who have pending payouts, and I wanted to post an update to let you know that I have not forgotten about you. I'm trying to balance a few things here, and for transparency I'll share them:

  1. Growing our outbound infrastructure to sustain our current customers and some growth beyond it.
  2. Paying for additional help on support.
  3. Costs associated with migrating infrastructure (with overlap).
  4. Affiliate payouts.

Now, in all honesty affiliate payouts are last on that list because they are last in priority. The reason being that those payouts rely on the previous 3 items going over well, and being well paid for. The first and third on the list are temporary, and they ensure the continued funding of MXroute. That continued funding is what ensures the payouts.

We're by no means in any financial bind or at risk of failure, simply prioritizing the items that ensure our continued success. At the latest, we expect to have these affiliate payouts completely resolved within a few days after Black Friday.

Thank you so much for your patience. We're not going anywhere, we haven't forgotten about you, and we're so incredibly grateful for you.

Jarland