Problems are opportunities to engage customers. That engagement will influence more than the problem itself, a overall positive or negative customer experience with Zoho services. Some things you could learn from recent user experiences regarding the IMAP issue:
- Communicate to the point of over communication.
- 2 replies in forums and a few senseless replies on twitter is insufficient, by reactions you are seeing.
- Home page splash screen could not be used for notification?
- Emailed tech support questions on the issue couldn't be responded to in under 1 hour vs. days?
- Phone message-on-hold in tech support queue could not inform awareness and estimated completion?
- Hourly technical updates in forums not available?
I have a problem with Zoho and it's mostly your poor communication of the outages and the resulting lack of confidence that Zoho cares.
Written in forums because they seem to get more attention than email support.
Dan