Don’t just tell me what is wrong, tell me what to do!

IBM/Lenovo has taken one step ahead of their competitors by installing a “message centre” application together with the IBM Thinkpad laptops. This application sits in the system tray, and occasionally, a message or two will pop up, informing me of any product or driver updates that is available.

I thought it was a nifty application, since it effectively bypasses email - we all know how ineffective email marketing can be now, that most people are receiving more spam than real solicited email.

However, a couple of days ago, I received a message that simply just says “A battery error is detected.” - there was no further information given! There was no hyperlink to click on, there were no instructions on what I should do!

I was going like… “Battery error. Erm. So what? What should I do?” The most hilarious thing about this is, I don’t even have my laptop battery inserted at that time! I normally remove my battery when I am on AC power (to preserve the battery life).

So what did I do?

Nothing.

What could I do anyway?

I still think that the application is a very useful one for companies to get any message out to their customers. However, thought has to be put in before sending out each message. Messages like what I have received can do nothing but induce panic in your customers! I am lucky to be tech savvy, I know that even if there is a battery error all I need to do is to get a replacement. All my data is still in place. I really wonder how the less tech savvy customers would react to a message like this!

It would’ve been so much better to at least provide a hyperlink (or even just a web address if hyperlink functionality is not built into the product!) to a page where I can find more information, or instructions on what I should do. Isn’t it?

If you are interested to use a software like this to bypass email and get in touch with your customers direct, do check out desktop marketer.

Tags: customer-relationship-management, desktop-marketer, ibm, internet-marketing-centre, lenovo