Damon
09-05-2007, 02:49 AM
Mint has recently had a heavy, heavy influx of customer emails after the beta invites went out. As we're in a beta state at the moment, we have been a little suprised at the contact level & have fallen a little behind on inquiries.
Some quick info:
Bugs can take a little time to resolve. I will try to post issues in the forums when I know that they've been resolved. As we're also making regular tweaks to the site, some bugs may be active for only one day & disappear then (I would recommend that users come back to the site to see if the same problem persists).
Our VP of Product does take an active interest in reading the contacts that come in. Even if we don't support a feature right now, I can assure you that folks are looking seriously at the feedback.
Adding bank requests:
I also wanted to put a reasonable expectation out there that it may take time to add your bank (we have to look at handling the larger banks first, so small (local) banks and credit unions may take time. We also have to work with our vendor to get new banks added.
Login issues:
Similar to #1 above. We are, however, trying to make sure that we tackle these as quickly as we can. We're also making sure that the UI is clear & we will provide more help on the site to help customers troubleshoot these issues. Our provider, however, will generally work with us on larger issues (read account adds that fail) first. We currently do have a Top 5 list that we work on resolving every week.
Forums:
I am going to have to restructure the forums in the very near future. I am going to need to add certain categories & move some posts around. If you have any suggestions about categories, please let me know here.
Note about forums:
I would like to request the following: If you send an email to feedback@mint.com with a general suggestion or product request, please don't make a post in the forums with the same request (I then have to respond to two separate inquiries). While this won't be a problem down the road, it currently does cause some issus with response time right now.
I will also be changing the administrator title shortly (realize it is impersonal; there's reasons for my not going out here with my name yet).
I do apologize if the responses in the forums & feedback channel haven't been quite where we want it yet (we want to answer inquiries in 24-48 hours). Our infrastructure for customer service should get stronger next week (true CRM tool), and we should also be adding more help on the main site to help address some of the concerns.
Thank you all for the great feedback. And thanks for letting us now about some of the issues you're having.
Some quick info:
Bugs can take a little time to resolve. I will try to post issues in the forums when I know that they've been resolved. As we're also making regular tweaks to the site, some bugs may be active for only one day & disappear then (I would recommend that users come back to the site to see if the same problem persists).
Our VP of Product does take an active interest in reading the contacts that come in. Even if we don't support a feature right now, I can assure you that folks are looking seriously at the feedback.
Adding bank requests:
I also wanted to put a reasonable expectation out there that it may take time to add your bank (we have to look at handling the larger banks first, so small (local) banks and credit unions may take time. We also have to work with our vendor to get new banks added.
Login issues:
Similar to #1 above. We are, however, trying to make sure that we tackle these as quickly as we can. We're also making sure that the UI is clear & we will provide more help on the site to help customers troubleshoot these issues. Our provider, however, will generally work with us on larger issues (read account adds that fail) first. We currently do have a Top 5 list that we work on resolving every week.
Forums:
I am going to have to restructure the forums in the very near future. I am going to need to add certain categories & move some posts around. If you have any suggestions about categories, please let me know here.
Note about forums:
I would like to request the following: If you send an email to feedback@mint.com with a general suggestion or product request, please don't make a post in the forums with the same request (I then have to respond to two separate inquiries). While this won't be a problem down the road, it currently does cause some issus with response time right now.
I will also be changing the administrator title shortly (realize it is impersonal; there's reasons for my not going out here with my name yet).
I do apologize if the responses in the forums & feedback channel haven't been quite where we want it yet (we want to answer inquiries in 24-48 hours). Our infrastructure for customer service should get stronger next week (true CRM tool), and we should also be adding more help on the main site to help address some of the concerns.
Thank you all for the great feedback. And thanks for letting us now about some of the issues you're having.