Brian

Brian's picture
Brian
@Brian
Member since

January 2013

16
Posts
#45
276
Comments
#17
292
Upvotes
#8
Hub Badges
Ultimaker
Students program

View my Hub
About

Co-founder at 3D Hubs

Followed tags

1 year 11 months ago - Commented on New Shipping Options

+1
0
-1

Thanks Jackson, indeed customers have been asking for shipping time and price indications per country, we're excited to start showing that in the checkout from July onwards.

 

Brian

1 year 11 months ago - Commented on New Shipping Options

+1
0
-1

Hi Peter, the initial release doesn't support pricing by weight or size, as most prints are very light and have small size. If it turns out pricing by weight or size is really needed we'll make sure to support it, for now you can add a brief description to inform customers of extra charges over certain size and weights.

 

The primary goal of showing shipping times, destinations, services and prices is for customers to be able to better compare different Hubs and better understand when they can expect to receive their prints. 

 

Brian

1 year 11 months ago - Commented on Everybody enjoying their morning cup of SPAM ?

+1
0
-1

Yep thats right, however Mollom is suuuuper slow to respond to any support requests, perhaps our support tickets are ending up in their spam folders... no pun intended :-/

1 year 11 months ago - Commented on Issues with Adding My Printer

+1
0
-1

Our developers have informed me that the issue should be fixed now, can you confirm that?

 

Brian

1 year 11 months ago - Commented on Issues with Adding My Printer

+1
0
-1

@Timothy_Cormack hey Timothy, let us look into that. I just tried and it worked but perhaps something isn't working as it should, we'll check the error logs and get back to you no later than tomorrow!

 

Best,

Brian

 

1 year 11 months ago - Commented on Everybody enjoying their morning cup of SPAM ?

+1
1
-1

Hey guys @Vrender @Xeno @Miaviator, indeed pretty annoying to have to spend our precious development time on countering these Korean and Japanese spambots, but seems like for now we've shut them out. :-)

 

 

Brian

 

 

 

1 year 11 months ago - Started following

2 years 3 days ago - Commented on Thingiverse Orders - Feature Requests

+1
2
-1

Hi Marc, Joerg,

 

Thanks for the feedback and ideas, it's much appreciated. We're currently still focussing most of our effort on the checkout improvements on the Thingiverse side to further improve conversion, as there is a lot of room for improvement and thus more prints for you guys :-)

 

Quick response to the 9 items so far:

1. we should be able to add a link to the Thingiverse thing as we know what thing being uploaded, I'll add it to the planning

 

2. for this integration we explicitly decided not to have any communication as it greatly simplifies the checkout experience and opens 3D Hubs up to many more 'e-commerce' like checkouts in the future. However it does lead to some complications, we'll try to handle these through customer support who have access to the users on Thingiverse for now. Eventually we want to track printability and make the ordering as seemless as possible. I really appreciate you going the extra mile for the customer and adding those extra part is on your own account, for future cases you can also ask support to adjust the order value to accommodate for this. 

 

3. this is something we (and thingiverse) would also like to add, however there are a few more pressing items that we want to tackle first regarding the checkout and issues users are experiencing on the Thingiverse side

 

4. we've already prepared the integration for multiple color selection, multi material is something we have to think about as we like to keep the checkout simple for now, we'll add the color per part feature to the Thingiverse backlog 

 

5. I understand where you're coming from, while it would be nice it would take away the pre-payment possibility on Thingiverse, unless we add these services to the checkout, we'll keep monitoring how many files need extra work/services and try to understand what would make the integration better, lets wait for a couple weeks to collect data and tackle other issues and see what makes sense to add, ok?

 

6. of course this would be a great addition, with the select Thingiverse locations I feel there is currently little need for this, if the volumes go up and we need more local coverage we could consider it

 

7. due to the current setup customers don't have a 3D Hubs account so they can't leave reviews, we could look at doing 'blind reviews' but it's not the top priority at the moment

 

Then to cover Joerg's 2 points:

 

8. This is coming soon, sorry for the delay, our Badge crafter was out for a bit ;-)

 

9. We can probably improve the print bed checking for different rotations and make it machine specific, we'll add that to the backlog

 

Thanks again for the feedback guys, super useful and great to see you're really thinking about solution to make it better!

 

Best,

Brian

2 years 3 days ago - Commented on Hey 3D hubs how about business hours?

+1
0
-1

Interesting I certainly agree on the out-of-office hours part, as this automatic message greatly improves the experience from customer side, especially if we add the business hours.

 

As for the automatic response within business hours (which might be customizable in the future) I would like to better understand what you see as the downside of informing the customer straight away and following up in the 1-2 hours after that? Our data shows that customers are often 'shopping around' and by responding straight away we think we can reduce that and have more customers stick to the first Hub they pick... let me know what I'm missing here :-)

2 years 4 days ago - Commented on Hey 3D hubs how about business hours?

+1
1
-1

Hey All, just catching up on the discussion here. Thanks for sharing your feedback, super useful! As some of you have probably read on other threads this feature kind of slipped out a bit before planned, but since it was kind of seperate from the other order page improvements we're building we figured we could keep it live. We fixed the hours vs minutes issue last saturday and have gone back and fixed all the messages that had the wrong response time on them. 

 

It's good to point out that the automated response will not be taken into account for your average response time, as that would make everyone's response time a couple seconds :-). Secondly we're thinking about providing Hubs the ability to customize this message to for instance include business hours or other useful information for customers.

 

Let me know if you have more feedback and what other ways you think we can make the conversation on the order page clearer to the customers while at the same time making it easier for Hubs to manage their orders. 

Pages