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6 months and counting: Really happy with Moonfruit service
falknerjames
posted this on Feb 16 21:42
It's six months and counting with Moonfruit and I had to jot a note to say how happy I am with the service so far. We all know that bugs crop up from time to time but a company's worth is counted in how it responds to those and treats its customers. Couldn't be happier with the friendly and effective support to date.
Comments
"a company's worth is counted in how it responds to those and treats its customers."
Couldn't agree more. Continually stretching the boundaries of what features are possible within the bounds of Flash is bound to result in some hiccups, and I've been on the receiving end so I know how frustrating it is. And I'm not one to suffer in silence as a rule so I've voiced my fair share of complaints. And I'll probably have something else to complain about before long! But I do think the Moonfruit team do a great job on the whole. It seems to me that there just needs to be more of them, both for customer service and development - no matter how willing the team are, there are limits to what they can do if they're understaffed. I know recruitment was mentioned about 6 months ago, but it doesn't appear to have happened, although admittedly we don't know what's happening behind the scenes.
I really sympathise with all the genuine customers who have genuine problems - as I said, I've been there, and some of the problems recently have been horrendous. But sometimes I can't help wondering if somebody is one of Moonfruit's competitors in disguise and therefore has a vested interest in making the most of whatever shortcoming they can find.
Hi guys, and thanks very much for the feedback.
Lotusleaf, you certainly aren't one to suffer in silence. But we can always count on your points of view to be constructive. Constructive criticsm is one thing we have always encouraged (even when it is a bitter pill) but it provides useful feedback and it keeps us honest ;-)
With regards not enough of us? Well we have have been hiring. It's not necessarily something we broadcast but we took on 2 new Support staff late last year. And we constantly keep reviewing where we can make improvements to Support our customers better - which isn't always easy but it is important to us. The Dev team have also grown with a new designer, and several more technical staff that have already made an impact on how quickly we deliver new features, and with how we look towards the future. So we are growing even if it doesn't always seem that way.
That said we are still technically a small business - about 40 of us now - and we have to balance the costs of hiring more staff against the benefits of growing the business and successfully meeting the needs of both our existing customers and our new ones. And in this economic climate that's quite a balancing act. Joe, Wendy and Eirik (our COO and two founders) have all experienced the pain of the dot com crash of 2001 so they are, as we all are at Moonfruit, very keen to see sustainable growth. But we are certainly excited about the year ahead and we'll keep expanding and hiring to ensure we continue to deliver new and useful features, better customer service and an application that copes with the regular advancements in technology.
Thanks,
Walt
"Lotusleaf, you certainly aren't one to suffer in silence."
LOL, sorry! A pain shared is a pain halved is my motto :D Credit where it's due though, and when it's working well, Moonfruit is great!