Now that all of our email, bar a handful of client accounts, are going through the paid version of Zoho Mail, I couldn’t be happier.
When we shifted things over, my friend and web development expert, Nigel Dunn, suggested either Google or Zoho. He’s a big fan of Google, and I can see the good side of the company I bash regularly. But I opted for Zoho, and anyone who’s followed my ongoing privacy battles with the big G will know why.
It turns out I had a Zoho account anyway, thanks to Gabriel Weinberg and his Duck Duck Go team. But to go from the freebie that I’ve had for four years to a paid one was quite a big step, since we hadn’t ever done this newfangled cloud email before. However, I have to say I am very impressed, because of one major thing: Zoho’s customer service.
For starters, it exists. No more going to abusive Google forums where cocky users, in their worshipping of the cult, make it all your fault. Zoho staff actually write back to you. In fact, they put me on to their support system after a while and they’ve been dealing with my enquiries really quickly in there, too.
The longest wait I had was a question about Eudora, because I wasn’t sure how to get the Zoho POP mail working with an older program. While most answers came in 24 hours, this one took a week—but I’ll turn a blind eye to that one, given that it’s one out of a heap of questions I fired at them and it’s not a program they knew well. (For Eudora readers who are reading this, you turn on SSL, but you choose the ‘Required, alternate port’.)
The replies are courteous and make you think that India knows customer service considerably better than the United States, or Australia for that matter: you’re treated as you would expect, and they don’t start from the basis of “the customer is stupid”.
Even before I became a paying customer, Zoho treated me with respect.
Good service isn’t just the province of Indians—just yesterday I blogged about how well Tumblr handled user enquiries and reports, despite reaching 100 million users. However, you sometimes wonder if they are the exceptions in a world dominated by the likes of Google and Facebook.
The real kicker is this: the system works wonderfully when it comes to combating spam. I get thousands of messages per week so not having spam is a good thing. Our old Rackspace box, at best, killed about 50 per cent of the spam that came in. Granted, we chose our own blacklists, so this is not Rackspace’s responsibility. However, we used the ones we were recommended by experts.
Zoho gets rid of over 95 per cent, maybe more, of the spam. After a day, I’ve had no false positives, and only a tiny handful has crept in. My emailbox, as downloaded in Eudora, is almost as untainted as it was in the 1990s, and I am not exaggerating.
For those of you who use Gmail and are sick of the ads, this should appeal: Zoho is ad-free. No more using your personal data and linking it to advertising across all websites where Google and Doubleclick have their banners. As we become more concerned with online privacy, I’d say this was a very good thing.