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Products More Popular Than Company
As Lane saw this morning http://twitter.com/monstro/statuses/8... most people who use Typepad, Movable Type, or VOX don't know they are "products" of the company "Six Apart" rather they think each product is a "company".
Searching for the company "Typepad", "Movable Type", or "Vox" doesn't provide results
What is the best practice for capturing these requests for help?
Can we map companies to products of a company?
Or should we create separate companies for each product?
Searching for the company "Typepad", "Movable Type", or "Vox" doesn't provide results
What is the best practice for capturing these requests for help?
Can we map companies to products of a company?
Or should we create separate companies for each product?
I’m stranded
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Inappropriate?Ideally for me the form on the homepage should search companies and products. Or alternatively, companies and THEN in products if there is no match in the former category. -
Inappropriate?You'll be pleased to know that we are working to improve our search process in very similar way to what you describe. My ultimate wish is that the users don't need to think about whether the thing they need help with is a product or a company, but rather type, and the results differentiate things for them.
I agree that it's sometimes hard for people to distinguish a web application (product) from a company (Six Apart), but I think that's a problem that's somewhat specific to the Web, and not necessarily such a big problem for more traditional markets. I have a feeling that Honda owners don't generally think that Civic makes their car.
I'm not sure I have a best practice for the process figured out right now. Creating separate companies for each product is not the right course of action. Companies and products will be mapped in search very shortly and when that happens this won't be a problem.
I’m thankful for your feedback
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Inappropriate?We see this with some none web products like Duracell, Crest, Dawn, Pringles. These are all products of Procter & Gamble
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Inappropriate?Thanks for the responses.
When will a fix for this be pushed to production?
If too far out, it may make sense for us to create the company pages for products in order to capture lost customers.
I’m anticipating
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Inappropriate?I want to say that this will be pushed to production within a week or two. We have some high priority projects in process at the moment, and the search project is the first item in the second tier of my list of Stuff To Get Done, Like YesterdayTM.
I’m heads down, coding
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Inappropriate?Also, I'm glad your customer is satisfied! Did you find the original complaint using our Overheard feature?
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Inappropriate?Actually saw Lane's tweet, looked at customer's tweet, then posted tweet url to the TypePad IRC, then a Yann fixed the issue... next day Yann sent me link to customer's "thank you" tweet.
I'll check out the Overheard feature.
EMPLOYEE
