Top Ten Things Squarespace.com Really Needs
Let me be clear about this. I post this top ten list because I believe in the service and want it to improve. Think of this as my Christmas Wish list more than anything. It is NOT meant to bash the company in any way! I subscribe to the biggest package they offer because their product solves some very important issues for me that no one else does. But despite the really great things they offer that keep me as a customer, there are a few things they need to do to keep their site growing beyond geeks like me that are willing to beat the living hell out of their CMS to make it work. Right now if you use Squarespace get your gloves on, because you will have to box with your website for awhile. These are the reasons why.
To check out Squarespace go to http://www.squarespace.com/ They are a great company. This is just my Christmas wish list. Santa? I don’t want coal again this year…please?
1. Phone Support
This is so damn important I cannot make a big enough deal about this. Charge a customer $50 for a month of phone support, but at least give the option!
2. Everything on the front page
So if you have several sections of the site, but want all those sections to have their new content featured on the front of the site you have two really lame options. One is to post it by hand as a blog. That’s right, you have to make a post to let people know you have a post within the same site. The other option is their “change tracker” that only give people an ugly plus sign next to each article instead of some cool thumbnail. Of course you could always just let one section be the front and let all of your other content be buried. So I guess there are 3 really lame options. They need an option to have the front page just flow with everything except forums.
They have all kinds of great features you can add with a simple click. Why not polls? It is a glaring hole in their arsenal of click to add features.
4. Modern forums
They have forums, but they will remind everyone of the early 90′s guestbooks. This is a hot new service and their forums look like something from two decades ago.
5. Rate This Post
Just like polls, I know this puts more pressure on the database, but this is the world we live in and they need to provide an option to allow readers to rate the article.
6. Android App
They have a really great iPhone app, but nothing for Android. With Android being the fastest growing smart phone operating system this is a major over sight. Are they iPhone fanboys who can’t see that their precious phone is not as hot as it once was? Have both guys. Don’t let your fanboy passion get in the way of business. You need to have both.
How can they host a website but not host the email accounts connected to that website? Everyone from Go Daddy to Media Temple offer this. Out of all of the missing items this one confuses me the most.
8. Live Chat
Ok, I mean this in two ways. One, there should be a live chat room I can jump into for support. It would also be nice if one could have that as one of the website services we could add for our readers. I love my readers and I would love to chat with them when they are online at the same time I am. Mostly it would just be nice to enter into a chat with a tech support person. It would avoid a ton of the back and forth confusion I end up in with them through the nightmarish “support Ticket” system.
9. Instant Sponsor Button
Now they have a way to add a Squarespace button to your site, but they offer no reason why I would want to do that. What about some sort of affiliate program guys? Why not offer me “X” amount off my bill for each customer I bring you? This could save your higher traffic customers some money as well as quickly expand your business.
10. Less condescending attitude
Seriously. There have been many times when I tried to get the people to help me with something and got a “RTFM” attitude back. I have several times sent the url of the page I had a question about and had them send me back the same URL as the answer to my question. Pretty much saying, “What are you stupid that you can’t see the obvious answer here?” They have an amazing product so far, but the support is the worst of any service I have ever used.
Again, I love the product and this is not meant to bash Squarespace. This is more like a customer begging for a few improvements. As a customer I feel like they are the Squarespace gods on high looking down on us lowly customers. It shouldn’t be that way. As a customer I should feel a little bit better communication with them as a company. I feel like unless you are Leo Laporte there is no way to get an audience with them for anything. This attitude will destroy their company if they don’t take care of it soon. Programmers and developers should not be who gives support. I think this may be the problem. Programmers and developers do not speak human. They speak programmer. Can I get a human please?