Top 5 Reasons Customers Hate Getting Your Files (and you hate sending them)


Why is sending your customer files so difficult?

Post by
Bryan Stouffer
Publish Date:
December 3, 2020

Top 5 Reasons Customers Hate Getting Your Files (and you hate sending them)

1. Unclear how to find and download shared files

2. Difficulty Resetting Password or Logging into the File Portal

3. Slow Load Time

4. Device Incompatibility

5. File “Stuck” in Portal

Unclear how to find and download shared file

Many file transfer solutions involve a dated or unclear user interface and often are modelled after web-based email inboxes circa 1998. This can be confusing since the file you need could be buried inside of a blank message within the “inbox”.

Zapa provides a view familiar to anyone who has ever opened on file on either Microsoft Windows or MacOS. All files are clearly visible and will be downloaded by simply clicking anywhere on the desired file. Additionally, all files in the Portal are searchable and sortable with clear thumbnails to assist your Client in finding what they need quickly and easily.

Difficulty Logging into Portal or Resetting Password

Most complains from Clients accessing a File Vault or Portal online tend to be “I couldn’t figure out how to log in”. Unfortunately, to keep their files secure a password is still the preferred locking mechanism. To help, we have made the forgot password flow as easy as possible. With 1 click, they will receive an email with a link to reset their password and continue directly into their Portal.

Slow Load Time

Once your Customer receives a link to access their files, an imaginary clock begins to tick. If that minute hand strikes midnight, the Customer may become irritated and request and alternative means to receive their information while sacrificing security or shifting the difficulty of transfer onto your or your team by means such as fax or email attachments.

Zapa uses the power of Amazon Web Services to ensure that files are transferred safely and as quickly as possible leveraging the fastest and most robust internet service available today.

Device Incompatibility

These days, people access the internet on everything from Desktops to Dishwashers, Kindles to Cars, and on a million different types of phones and mobile devices. Zapa’s clean design makes compatibility with an amazingly broad variety of devices possible.

File “Stuck” in Portal

Some online secure file transfer and collaboration solutions attempt to keep you stuck inside their site by hiding the ability for you to download the file and presenting a myriad of options on how to engage with their “system”. For example, your customer just wants to download the new file you shared. However, clicking on the new file opens the file within their browser and shows them a highlighter, note taking panel, workflow and governance choices. This avalanche of options makes the user feel like the file is “stuck” and can’t be extracted from their Portal.

Zapa keeps the Portal clear and clean guiding the user to first download their file and then engage if they choose to by checking the file selection box as an alternative.

Bryan Stouffer is a software architect who has spent his career in the Healthcare and Legal field. His passion for software comes from his desire to see professionals accelerated by computers, not hindered.