Les Archives

Awesome Services We Pay for at HelloFax

August 31st, 2011

After Gabriel Weinberg wrote about us in Services I Pay For, I thought I’d do the same. The only difference is that I’ll write about services that we pay for at HelloFax.

Uservoice Help Desk

When we got started, I would reply to ever email individually. I slowly realized that I was re-writing answers to the same 40 questions over and over again. Uservoice has this great feature, called a “canned response”. What you do is search for the most commonly asked question and insert it. Then, you can personalize it to each person (see below). The trick is to write like a human, not a robot. We went through hundreds of customer support emails and  put our answers into the system.

Plus, as a user is writing in, Uservoice dynamically displays the user your Frequently asked questions, as they’re writing the question. So, many times Uservoice can answer their question, before they send the email.

We compared Uservoice and Zendesk; we ultimately went with user voice. Zendesk has amazing integrations with other services. But, we found their interface and ironically their customer support, lacking.  With all the time we’re saving, signing up for Uservoice feels like we hired someone dedicated to customer support.

Olark

Olark lets you chat with visitors to your site, in real time. It’s one of those service you’re not sure you need, but once you use it, you realize you can’t function without it. There are many moments when someone visits your site and may have a second of indecision or a question. If they’re confused, they’ll leave and never come back. During those moments, a visitor can chat with one of us and solve whatever question they have. Plus, we also get the benefit of learning what those confusion points are, so we can improve the service. It’s also great to see people visiting your site in real time. It’s motivating to see people using your service in real time.

Amazon Web Services

Surprise surprise. Your biggest services use AWS for hosting, since it’s insanely simple to grow your infrastructure. I’ll leave it there.

HipChat

We’re still in the free trial, but so far, so good. We just needed a way to communicate as a group, since gchat wasn’t cutting it. HipChat came highly recommended.

Google Apps for Business

We signed up for Google Apps for Business mainly to use gmail as our email provider. The gmail interface rocks and we don’t have to deal with mail servers. The only downside is that sometimes outbound emails have issues; so, I have to send the email from my person email account, which is unprofessional. But, it’s not incentive enough to switch.

Mailgun

Mailservers are just difficult to deal with and unless you’re a massive company, it’s not  worth spending the time managing them in house.  Mailgun has an extremely simply api and they’re do what they do really well, which is send email. Plus, their customer support is wicked fast.

Mailchimp

We use mailchimp for all of our email newsletters. I just realized that we’re paying for 3 difference services that deal with email.  The thing is, each emailing need is different and you need a tool that is focused on doing that one job really well. Mailchimp is one of those few tools that combines great user experience with something extremely useful.

Fogbugz

Bug tracker that’s been around since the beginning of the internet. What’s not to like?

Github

Github is just awesome.

Zerocater

If you think about it, you spent a lot of time each day deciding where to eat every day, going there, waiting for the order, eating, paying, then walking back to the office. Magnify that by the entire company and that’s a lot of hours. So, we get ZeroCater three times a week.

Having the right combination of services is helpful to having a company run well. Plus, you need software that will scale with you as you grow. We put a lot of thought into these choices, so I hope it helps.

Any great services you feel I left out? It’d be great to look into.

HelloFax in NHK! (Japan Broadcasting Corporation)

August 31st, 2011

It’s all in Japanese, but there’s a few excerpts in English.  You can watch the video here.

High Resolution & Color Fax!

August 30th, 2011

We just launched something called the high resolution & color fax!  Faxing is generally low quality and involves lots of paper. If you fax the same document often, the quality degrades so much, it can become unreadable. Plus, getting a paper fax is a storage issue. You have to keep it in a filing cabinet or scan it to make it digital. We solved that problem, by giving the recipient a way to access the original, high quality & color version of the fax.

Here’s how it works:

1. Type in a fax number and select “Send high resolution & color version of fax”:

2. We add a page to the end of your fax, with a special access code. Here’s what the code looks like:

3. The recipient goes to www.hellofax.com/HighRes and they type in their unique Access code:

4. Once they confirm that their email address is real (we do this for an extra layer of security), we let them download the original document.

Then, you can store your file digitally, even if you received it as a low quality fax. Every time someone uses this feature, we move the world a little more towards a digital environment and away from the insanity that is faxing. Let us know what you think!

Sign & Return a Fax, Really Fast

August 23rd, 2011

This is a feature for Basic, Premium & Ultimate Plans, since you have to be able to receive faxes. Interested? Sign up here >

Ever been asked to sign and return a fax? Normally, it would arrive in my inbox as a PDF, I would download it to my desktop, upload to HelloFax, then sign & return it. Or, I’d use our docs@hellofax.com feature. Quicker than printing, but still a hassle.

But, now we have an even faster way. Here’s how it works:

1. HelloFax forwards the fax to your email address as a PDF. Click on the link & we’ll load it into HelloFax.com

2. Add a recipient

3. Click on “Edit & Sign” to fill out and sign your document, as you normally would.

Then, click send and you’re done!

We’ve conquered the upside down fax!

August 23rd, 2011

In the olden days, getting an upside down fax wasn’t a big deal. All you had to do was turn it around with your hands. But, in the modern era, an upside down fax can be devastating. You have to turn your head and laptop 90 degrees (in opposite directions of course), print it out, or find some obscure program to d it for you.

We solved that problem. Here’s how it goes!

1. You receive a fax via email, open the pdf and realize it’s upside down. No way!

2. Forward it to rotate@hellofax.com

3. Then, we send you back an email, with it rotated and good to go.

4. Open it and you’ll see it’s right side up!

We love this feature. Always trying to make our lives (and yours of course) a little bit easier.

Southwest Airlines Likes HelloFax

August 5th, 2011

Spirit Magazine just wrote about us in their latest issue. You can now read about us at 30,000 feet!