When checking out a new product or service, there are always two questions that I try to find answers for:
- What’s the benefit to me
- What if something goes wrong
Not surprisingly, a lot of companies do a formidable job convincing me of the benefits of their products and services while trying to gloss over the “what…if” question.
Case in point: Verisign’s new VIP Access service. It is a service that makes a lot of sense – when logging into a site, especially a site that facilitates financial transactions, require not just a login and a password, but a third identifier. In their case, a security code which is generated on a device different from what you use to access the site.
The following YouTube video does a very nice job of explaining the benefits and how it works:
Unfortunately, they don’t do quite as good a job on addressing the second question. In fact, they only have one question in their Help and Answers section that even remotely touches on the main issue: What happens if I lose my phone and need to access my bank account without having access to my credentials?
It took me an email to their support hotline to find more pertinent information about this topic. The good news is that their support was very responsive – within less than 15 minutes I had an email response pointing me to the desired information and more details in their knowledge base. The bad news is that this should have been anticipated and be addressed more prominently than in a knowledge base article.
At FlyMiwok, we know you will have questions about our service. Many of you have not flown on smaller airplanes, and if so, not commercially. Thus, one aim of this blog is to address your questions proactively – in blog articles, FAQs, through images, animations, graphs and even videos. So you will get the information you want before you book a flight with us or fly with any of our operators.
Veit Irtenkauf – Chief Product Officer – FlyMiwok, Inc.
Comments on this entry are closed.