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Building invisible tools

In No Follow

An article about the difference between products who say they care about customers, and those who really do. A story of a Prevue support request:

“It's 11pm on a Monday, and I'€™m getting ready to finish up for the night when I get an email from a Prevue customer — they'€™re having an issue with making a credit card payment. It reads something like "€œhelp. can'€™t make payment." — €Ša fairly vague support request, but not at all uncommon....”

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