OptimizePress: A Customers’ Critique of a Painful Customer Experience

I've been an OptimizePress customer for a couple of years and generally have been happy with the product.

I go back and forth between OptimizePress and LeadPages and have ended up using both across my sites.

Today, I had a particularly frustrating experience purchasing a new template from OptimizePress… and I want to share that with you, along with my thoughts on what they could do better.

I'm going to try and be as constructive as possible with this post and provide some actionable recommendations that the OptimizePress team should consider implementing.

And I hope you'll take away some insights on how to avoid delivering the same poor customer experience for your customers.

Problem #1: How Do I Login To Clubhouse?

After I submitted my credit card information, I got a confirmation page. I also had an email confirmation of my purchase. But when I clicked the Clubhouse link, it took me back to the sales page. I couldn't get access despite payment going through.

I went to their Help Center but searching took me in an infinite loop. It took me about 15 minutes to find I just needed to logout and log back in.

Recommendations:

1. Update the FAQ Page to suggest logging out and logging back in
2. Don't make it so hard to submit a ticket
3. Fix the bug with access to Club content

Problem #2: Where's My Template?

After getting in, I couldn't find the template I wanted. Turns out content is drip-fed over 3 months with tiers (Silver, Gold). I'd have to wait 90 days or pay $149 for the annual plan to get the ONE template I wanted.

Recommendations:

1. Make your sales page clearer about the drip-fed content
2. Limit number of templates, not types of templates

Problem #3: Where's a Human Being?

When I tried to cancel, I got a fully automated response that would cancel my entire OptimizePress account, not just the Club subscription. No option to talk to a real person.

Update: Jonathan at OptimizePress eventually responded with a personal email, canceled the subscription AND refunded the $17. That one email made such a huge difference Not just because of the refund, but because a real person responded and said “I'm sorry.”

Recommendations:

1. Make it easier to talk to a real person. Sometimes customers just need to be heard

Key Takeaways

OptimizePress are trying to address two key issues that most SaaS businesses have: reducing churn and automating support. They should absolutely solve these problems. But there's plenty of room for improvement.

Don't make your support so mechanical that it feels like there's no human being who cares. And make it easier for customers to provide feedback and let them know that you're listening.

When a customer complains, it's a gift. They're giving you an opportunity to fix your product or service. The worst type of customers don't complain, they just take their business elsewhere.