Really Liking LastPass: Evidence that Social Media and Great Customer Service Make All the Difference

LastPass Logo

In a post about a week and a half ago entitled Judging a Company in the Age of Social Media, I talked about a product called LastPass that I had been trying out.  I had been having problems with it, and I tweeted about it.  Not a minute had gone by (literally) when I got a tweet back from @LastPass asking if they could help. Within ten minutes I had an email from Joe Siegrist, the CEO of LastPass, offering to remote into my machine to check things out.

I’m repeating some of my last post here, but that’s because it was amazing that Joe was so on top of the issue.  Not only that, but over the course of the next few days, Joe sent me links to several new builds of the product which contained fixes based on the information I sent him whenever I had a subsequent problem.  It’s been about a week no since I got the last patch, and LastPass is working perfectly now.

LastPass is a “password vault” product and I’ll let you read all about it on their Web site. What this experience demonstrated to me was that the big boys aren’t necessarily the right ones for me  to deal with.  If I had had a problem with one of the bigger companies’ products, you can bet I *still* wouldn’t have gotten a satisfactory response or a fix; I would have moved on the the next product to try it out.  Joe and the LastPass team showed me that they were on top of the social media concept, but more importantly, they had an agile enough development team that they could get me new builds to fix the problem fast.

So if you appreciate truly amazing customer support on top of a great product to begin with, give LastPass a shot.  Tell Joe I sent you, and I bet he’ll know what you’re talking about.

Judging a Company in the Age of Social Media

image In the last few days, I’ve had two positive experiences with this. I don’t see the point of just flaming about a product on Twitter unless it’s done something truly egregious. However, pointing out an issue seems like fair game.  In both cases, I think my tweets were pretty much OK.


image I’ve been trying LastPass for the last few weeks to try to get a handle on the many, many different usernames and passwords I use.  It’s bad enough when it’s just your own stuff (banking, airlines, hotels, forums, blogs, etc.) but when you layer client sites on top of that it can get just plain crazy.

I really like the way LastPass works, but IE8 has been crashing on me a lot and it wasn’t doing it before I installed LastPass.  Thus the tweet.

image Look at the time lag there. That’s one minute.  Within ten minutes I had an email from Joe Siegrist, the CEO of LastPass, offering to remote into my machine to check things out.  He rummaged around (with my blessing) and made a couple of useful suggestions about disabling a few IE add-ins that had nothing to do with his software but that he knew to cause problems for other people.  We also found some entries in the error log about LastPass, and he’s working with that data now to try to solve the problem.

Microsoft Partner Program

image The Microsoft Partner Program is a huge beastie.  I’m a little tiny gnat on that beastie with my paltry Registered Partner status.  (My dead great-grandmother qualifies for Registered Partner status.) The other day when I got those emails, I figured I’d tweet about it.  It was sort of funny to me and I wondered if anyone else had gotten the emails.


That’s a pretty quick response, too. And from the 800 pound gorilla, natch.  I sent the emails to partnerQ and got a nice email back with some ideas about what had happened and the steps she was going to take to find out what was going on.

So bravo to LastPass and Microsoft for getting it right in these two instances.  Both of these are extremely good examples of what companies today *ought* to be doing with social media.  I was half joking about tweeting about the companies you want to test (if we all did it, they’d be deluged and it wouldn’t work).  But when you have a problem with a company’s products or services, it’s totally appropriate to take to the social media channel.  The companies that monitor things like Twitter and know what to do with them are the ones who will succeed. A sales pitch is the wrong answer. Telling you you’re mistaken is the wrong answer.  Acknowledging the problem and trying to solve it is the right answer and will earn the company loyalty in this world of fickle consumers.  Remember that old statistic that someone who is happy with you will tell one friend, but someone who is unhappy with you will tell ten? In the age of social media, the ratio is even more stacked against the company.  It’s up to them to decide whether to win or lose.