7 ms·

Agree with this. We have a successful cloud call center product Cloudagent in India and it has an enterprisy pricing structure. We wanted to launch in the US th

by nutanc 9y ago

Agree with this. We have a successful cloud call center product Cloudagent in India and it has an enterprisy pricing structure. We wanted to launch in the US this year and we came up with a new simplified product getkookoo.com and went with a drastic price change to capture the market. We removed per agent pricing and said a flat $19.9 for unlimited agents and pay for only the calls you make. We thought the super simple and cheaper pricing is all we need. Turns out, its not. Though we have got customers, its been harder than we thought. In our case, it looks like the second point above, trust, is what we have not been able to communicate. So yeah, pricing is just one very small factor. It is a factor, but only after all other factors have been taken care of :)

adambratt 9y ago
Your website is honestly really confusing. The design is nice and clean but the messaging is really lacking. I've ran multiple small businesses and I have no idea what "Zero agent rental forever" would ever mean to a business owner. I also had no idea what IVR meant and I've actually built automated message systems on Twilio. Are you providing me the agents or do I have to supply themselves? It looks like you're just the software but once again the wording/copy made things incredibly confusing. Your messaging should reflect that you provide easy to use call center software. If you're competing mainly on price then the "pay only for the calls you make" should be a tagline somewhere... that's a powerful message but I don't see it anywhere on the site. I also don't really like the design on your features pages..at first I thought they were lists of blog posts. There's so much spacing with big faded images that don't make it easy to see the product. Not to mention you're peppering me with that free trial button when I really just want to read what each feature does...and then you could throw me the CTA at the end of the page if I liked this feature.
- nutanc 9y ago
  Hey, thanks a lot for the useful input. Will work on this now.
  - avip 9y ago
    May I add if Ola, GE, Monsanto, foodpanda and DD are indeed happy customers of yours... that's an amazing achievement that should be highlighted more. With testimonials.
    - nutanc 9y ago
      They are very happy customers :) and we have more too, HDFC life, Zomato, BigBasket, Practo, Intuit, HUL etc. But they are all Indian customers, so not sure if their testimonials will have real value for US customers. But I think your suggestion is good. Let me A/B test with that. Thanks.
      - tkxxx7 9y ago
        Zomato and Intuit stand out immediately to me. I would definitely back the testimonial point.
      - foota 9y ago
        I believe Intuit and Zomato are relatively well known in the US. Inuit especially through TurboTax. Maybe you could do something like "Inuit, developer of TurboTax"
        nickpsecurity 9y ago
        I second this. Many of the people who might have the decision to buy, whether barely or really technical, will have heard of Intuit TurboTax. They'll know that's big deal.
        pbhjpbhj 9y ago
        But did "Intuit of India" develop TurboTax at all, there might be an issue of truth because same-named entities in different countries aren't necessarily legally part of a single corporation.
        9y ago
- nutanc 9y ago
  Since you took time to give some inputs, please do let me know if you need a business phone number. Free for you :)
hn_throwaway_99 9y ago
To add to what adambratt said, if you thought your main differentiator would be pricing, I have no idea what "$19.9" means. First, in the US, we always use 2 decimals, so "$19.90" - may seem minor but just kind of looks like a scam otherwise. Also, what's the time period? Would be much more understandable to say "$19.90 per month fee plus x cents per minute. No per agent fee, ever" It would definitely be worth it to spend a couple hours with perspective customers usability testing your site.
- tibbetts 9y ago
  I've already taught my eight year old that this kind of copy editing issue is a red flag when he is buying pokemon cards on amazon. For a core business service it's a showstopper. Also the website was oddly slow to show me any text.
primitivesuave 9y ago
You should really think about investing in a copy editor for getkookoo.com. The style is great but the content is confusing and writing the price as "$19.9" is highly unusual in the US. There are also common sensical things that a copy editor will help you find, e.g. if your tag line is "Let's make those customers happy!" the line underneath it should clearly state how your service helps make those customers happy. The metrics on the number of agents and call minutes per day are tiny and easy to miss - check out how prominently metrics are displayed on other SaaS products. Hope this helped, and best of luck to you!
- nutanc 9y ago
  This certainly helped. Thanks for taking the time to reply.
- Harelin 9y ago
  Seconding the need for a copy editor. I lost interest immediately. - The "Lets make those customers happy!" should be "Let's make those customers happy!" - There is no space after the comma in "calls,IVR," and "chat,customer" Don't underestimate the importance of attention to detail. These tiny mistakes would have even been caught by Microsoft Word.
funkyy 9y ago
The domain, the pricing, the content - get it fixed. It screams red flags.
lumost 9y ago
An additional note about the North American market, Copy-wise $19.9 should always be shown as $19.90 with 2 decimals to represent the number of pennies in the price.
holloway 9y ago
Your website is completely broken at higher resolutions http://i.imgur.com/xw4XHWY.jpg http://i.imgur.com/xw4XHWY.jpg
- tomcooks 9y ago
  OT but does this problem of sites broken at higher resolutions happen to you often? t. Exclusively 13" screens user
  - holloway 9y ago
    No they usually work.
gorm 9y ago
If you want to communicate trust I would think hard about using a clown in marketing. I think I understand what you want to communicate, but it reminds me more of something suitable for marketing a used car sale at jaw dropping prices. If trust is what you want to communicate it should also be visible in the design of your web site. That means focus on details and optimization here and there. E.g. you should check how many visited your site with a mobile phone today and see if you can spend some time on optimizing the first inoression. Also remember that users who come to your site might have other ideas on what is important. For instance maybe you should try to give your logo a little bit less prominent space and don't scroll it back into the view because it's annoying. Also optimize the page so that the call to action and testimony now beneath is visible and above the fold. I would also focus on the value you provide to your customers and not only that you are affordable. One issue I have with Indian companies are that they are not too good with their workers. I have heard a few stories. So maybe something that would assure me you are good with them, if you are, would be nice to see there. Best of luck!
- nutanc 9y ago
  Thanks for the detailed analysis. Will take this into consideration. Did not understand the point about taking care of the workers. Did you mean the employees? If so, then yeah, we have had almost zero attrition. There are people who have stuck with us for the past 8 years. So guess, they are well taken care of :) But how would I present that on the website? Any ideas? Thanks!
- snowwrestler 9y ago
  And carefully check grammar and spelling on your site. If you can't get that right on your homepage, I'm not going to trust that you're going to get the details right in the rest of your business. Some examples: - Each comma in a sentence should be followed by a space. - Each sentence should end with a period. - U.S. prices always have two-digit decimals. $19.90, not $19.9. - Use a comma to separate thousands. 30,000, not 30000. (No space after commas used to separate thousands.) These might seem nitpicky, but they make a big difference in establishing initial trust.
  - 9y ago
tibbetts 9y ago
For something like call center agents, as a small business $19.90 is too low a price. I have the same problem with Wordpress hosting. I use wpengine for $50+ per month (I don't recall what we actually pay) because for less money I presume the service provider won't care or have the resources to resolve any problem.
- nutanc 9y ago
  This is something we discussed. Thats why $19.90 is an introductory price. We are actually losing money on that. But since our India business is profitable, we are offsetting that for the first few customers. The actual price is ~$50
  - hn_throwaway_99 9y ago
    You should raise the price. Under twenty bucks sends the signal that the product is more of a toy.
rileytg 9y ago
in us, it's 19.90 not 19.9 :)
joshfraser 9y ago
Say I'm looking to have a local Indian phone number that routes to the US -- either like Google Voice or Twilio. Do you offer something that could help with that?
- nutanc 9y ago
  Yes, we do that, but not on this product. This product is specific to service the US businesses. If you have some time, please check out our company site which lists all our products, http://ozonetel.com http://ozonetel.com

by nutanc 9y ago

adambratt 9y ago

Your website is honestly really confusing. The design is nice and clean but the messaging is really lacking. I've ran multiple small businesses and I have no idea what "Zero agent rental forever" would ever mean to a business owner. I also had no idea what IVR meant and I've actually built automated message systems on Twilio. Are you providing me the agents or do I have to supply themselves? It looks like you're just the software but once again the wording/copy made things incredibly confusing. Your messaging should reflect that you provide easy to use call center software. If you're competing mainly on price then the "pay only for the calls you make" should be a tagline somewhere... that's a powerful message but I don't see it anywhere on the site. I also don't really like the design on your features pages..at first I thought they were lists of blog posts. There's so much spacing with big faded images that don't make it easy to see the product. Not to mention you're peppering me with that free trial button when I really just want to read what each feature does...and then you could throw me the CTA at the end of the page if I liked this feature.

nutanc 9y ago
Hey, thanks a lot for the useful input. Will work on this now.
- avip 9y ago
  May I add if Ola, GE, Monsanto, foodpanda and DD are indeed happy customers of yours... that's an amazing achievement that should be highlighted more. With testimonials.
  - nutanc 9y ago
    They are very happy customers :) and we have more too, HDFC life, Zomato, BigBasket, Practo, Intuit, HUL etc. But they are all Indian customers, so not sure if their testimonials will have real value for US customers. But I think your suggestion is good. Let me A/B test with that. Thanks.
    - tkxxx7 9y ago
      Zomato and Intuit stand out immediately to me. I would definitely back the testimonial point.
    - foota 9y ago
      I believe Intuit and Zomato are relatively well known in the US. Inuit especially through TurboTax. Maybe you could do something like "Inuit, developer of TurboTax"
      - nickpsecurity 9y ago
        I second this. Many of the people who might have the decision to buy, whether barely or really technical, will have heard of Intuit TurboTax. They'll know that's big deal.
        pbhjpbhj 9y ago
        But did "Intuit of India" develop TurboTax at all, there might be an issue of truth because same-named entities in different countries aren't necessarily legally part of a single corporation.
        9y ago
nutanc 9y ago
Since you took time to give some inputs, please do let me know if you need a business phone number. Free for you :)

hn_throwaway_99 9y ago

To add to what adambratt said, if you thought your main differentiator would be pricing, I have no idea what "$19.9" means. First, in the US, we always use 2 decimals, so "$19.90" - may seem minor but just kind of looks like a scam otherwise. Also, what's the time period? Would be much more understandable to say "$19.90 per month fee plus x cents per minute. No per agent fee, ever" It would definitely be worth it to spend a couple hours with perspective customers usability testing your site.

tibbetts 9y ago
I've already taught my eight year old that this kind of copy editing issue is a red flag when he is buying pokemon cards on amazon. For a core business service it's a showstopper. Also the website was oddly slow to show me any text.

primitivesuave 9y ago

You should really think about investing in a copy editor for getkookoo.com. The style is great but the content is confusing and writing the price as "$19.9" is highly unusual in the US. There are also common sensical things that a copy editor will help you find, e.g. if your tag line is "Let's make those customers happy!" the line underneath it should clearly state how your service helps make those customers happy. The metrics on the number of agents and call minutes per day are tiny and easy to miss - check out how prominently metrics are displayed on other SaaS products. Hope this helped, and best of luck to you!

nutanc 9y ago
This certainly helped. Thanks for taking the time to reply.
Harelin 9y ago
Seconding the need for a copy editor. I lost interest immediately. - The "Lets make those customers happy!" should be "Let's make those customers happy!" - There is no space after the comma in "calls,IVR," and "chat,customer" Don't underestimate the importance of attention to detail. These tiny mistakes would have even been caught by Microsoft Word.

funkyy 9y ago

The domain, the pricing, the content - get it fixed. It screams red flags.

lumost 9y ago

An additional note about the North American market, Copy-wise $19.9 should always be shown as $19.90 with 2 decimals to represent the number of pennies in the price.

holloway 9y ago

Your website is completely broken at higher resolutions http://i.imgur.com/xw4XHWY.jpg http://i.imgur.com/xw4XHWY.jpg

tomcooks 9y ago
OT but does this problem of sites broken at higher resolutions happen to you often? t. Exclusively 13" screens user
- holloway 9y ago
  No they usually work.

gorm 9y ago

If you want to communicate trust I would think hard about using a clown in marketing. I think I understand what you want to communicate, but it reminds me more of something suitable for marketing a used car sale at jaw dropping prices. If trust is what you want to communicate it should also be visible in the design of your web site. That means focus on details and optimization here and there. E.g. you should check how many visited your site with a mobile phone today and see if you can spend some time on optimizing the first inoression. Also remember that users who come to your site might have other ideas on what is important. For instance maybe you should try to give your logo a little bit less prominent space and don't scroll it back into the view because it's annoying. Also optimize the page so that the call to action and testimony now beneath is visible and above the fold. I would also focus on the value you provide to your customers and not only that you are affordable. One issue I have with Indian companies are that they are not too good with their workers. I have heard a few stories. So maybe something that would assure me you are good with them, if you are, would be nice to see there. Best of luck!

nutanc 9y ago
Thanks for the detailed analysis. Will take this into consideration. Did not understand the point about taking care of the workers. Did you mean the employees? If so, then yeah, we have had almost zero attrition. There are people who have stuck with us for the past 8 years. So guess, they are well taken care of :) But how would I present that on the website? Any ideas? Thanks!
snowwrestler 9y ago
And carefully check grammar and spelling on your site. If you can't get that right on your homepage, I'm not going to trust that you're going to get the details right in the rest of your business. Some examples: - Each comma in a sentence should be followed by a space. - Each sentence should end with a period. - U.S. prices always have two-digit decimals. $19.90, not $19.9. - Use a comma to separate thousands. 30,000, not 30000. (No space after commas used to separate thousands.) These might seem nitpicky, but they make a big difference in establishing initial trust.
- 9y ago

tibbetts 9y ago

For something like call center agents, as a small business $19.90 is too low a price. I have the same problem with Wordpress hosting. I use wpengine for $50+ per month (I don't recall what we actually pay) because for less money I presume the service provider won't care or have the resources to resolve any problem.

nutanc 9y ago
This is something we discussed. Thats why $19.90 is an introductory price. We are actually losing money on that. But since our India business is profitable, we are offsetting that for the first few customers. The actual price is ~$50
- hn_throwaway_99 9y ago
  You should raise the price. Under twenty bucks sends the signal that the product is more of a toy.

rileytg 9y ago

in us, it's 19.90 not 19.9 :)

joshfraser 9y ago

Say I'm looking to have a local Indian phone number that routes to the US -- either like Google Voice or Twilio. Do you offer something that could help with that?

nutanc 9y ago
Yes, we do that, but not on this product. This product is specific to service the US businesses. If you have some time, please check out our company site which lists all our products, http://ozonetel.com http://ozonetel.com