The other day I was kinda ticked off that I had to reschedule two customer presentations because Webex just would not work for whatever reason. Webex customer support had all sorts of technical reasons as to why it does not work and what the customer should do (yah, great, it is all user’s fault). It sure turned out to be something on the customer’s end, but Webex gives no clue when it does not work – why and what could the customer or me ask the customer to do.
Having very good experience with GotoMeeting in my past job, I decided to try out their free 30 day trial. It said “FREE’ all over the place and so I started signing up.
Specified my personal information, created a password and then landed on the third page to see that a credit card was required – there was nothing in the earlier steps that told me that this was needed – everything was about this is easy – unlimited – takes only 2 minutes etc.
Then I saw the hyperlink which said “Why do you need my credit card?” Clicking on it told me why they need a credit card – but it is all about them – not me the customer.
I like the first sentence – but the second, I have no idea – if they want to restrict it to one trial per customer, why can they not do it using email accounts. Yes, there will be people who will try to get multiple accounts and try to get more than one trial, but how many – the majority? Or do you want to penalize everyone because there are a few that may be unscrupulous?
So what did I do – I walked away. Interestingly, they found out (I am assuming they are tracking this on their website) and I get this email the very next day.
So what happened to their cost proposition for the free service? They don’t have these costs anymore? They don’t want to restrict it to one free trial per customer?
I understand that there are many vendors that do require a credit card for a free trial – magazine subscriptions, NetFlix, credit card protection services, travel insurance etc – but these are more of transactional or consumer facing applications. Goto Meeting to me is a B2B application, so why not trust your prospects?
Believe me, GotoMeeting is the best web conferencing tool that I have used – it is so easy to use – so what do they have to hide? – I would invite the world to do a drive thru of their awesome product – the hardware costs that they have to bear is nothing more than a marketing expense. I would rather spend on this (you have a much more qualified prospect you could try to convert because you have a great product) as opposed to spending the same money on SEO, ads etc. whose sole purpose is to attract someone to your site – but I am already on your site, way down the funnel and you threw me out.
To me this is an example of poor marketing execution of an awesome product. GotoMeeting, are you listening?