A break from blogging

Posted by Anthony on Feb 19th, 2014

We're taking an extended break from blogging. Admittedly, it's been difficult to justify the time required to blog. It takes awhile to formulate a post and doesn't feel like an activity that brings our customers much value.

We have a long list of improvements planned for 2014 that we're working on diligently. Going forward, the best way to find out when we do something new is to follow us on Twitter or Google+.


How To Order Custom Stickers

Posted by Anthony on Jul 22nd, 2013

We created a short video of our ordering process. A few highlights:

  1. Every product page has a "custom size" option. Pricing changes automatically as you manipulate sizes.
  2. You can use drag & drop to upload your artwork on modern browsers.
  3. You can select from 3 delivery dates during checkout including a free shipping option for US customers.
  4. Proofs are provided after checkout within 24 hours.
  5. We ask for your credit card upfront, but we do not charge it until you approve all proofs.
  6. You can request unlimited changes to proofs and we'll make them for free until your happy.
  7. You can cancel any time prior to approving your proofs at no cost.

Hope you like our 1st attempt at video production. We'd love to know what you think. Leave a comment or tweet @stickermule.


Login to Sticker Mule with Meldium

Posted by Anthony on Apr 2nd, 2013

Sharing access to ecommerce accounts is a common pain point with online ordering. We deal with it at Sticker Mule and often see our customers experiencing the same issue when ordering from us.

Recently, we came across a password manager called Meldium that solves this problem by storing you login credentials in the cloud so that you can easily share them with coworkers. More specifically, Meldium let's you:

  1. Store login credentials to specific web sites
  2. Share those login credentials with other people
  3. Login to any shared web site via a Google Chrome extension.

To further improve security, Meldium let's users login without having to know the actual user name and password for a given web site. Their Google Chrome extension will log you into the site without exposing your actual username and passwords.

Meldium recently added Sticker Mule to their list of apps so you can use it to easily and securely share your Sticker Mule account with coworkers.

If your organization has lots of sticker designs they are managing, Meldium combined with our reordering system makes managing your sticker orders even easier.


On phone support

Posted by Anthony on Feb 2nd, 2013

We discontinued phone support recently. Our rationale is explained below:

Phone support is difficult to scale.

You can't easily put a new person on the phone since you have limited control over the difficulty of calls they take. By contrast, you can let newer support agents respond to easy emails until they are comfortable handling more difficult ones.

Phone support is difficult to monitor.

It's time consuming to listen to calls, but scanning emails is quick and efficient. It takes me an hour per day to read all of our customer service communication, but it's incredibly useful. Our core team reads the majority of our emails as a source of ideas and to keep a pulse on how we're performing.

Phone support increases head count.

Phone support is more human capital intensive than email support. It's difficult to maintain the quality of your organization when head count grows quickly. Erring on the side of needing fewer people makes it easier for us to ensure all of our people are top notch.

Phone support is difficult to automate.

Email support can be automated by developing faqs, macros, videos and efficient routing systems. It's not possible to automate phone support to the same extent.

Phone support is not concise.

We aim to be clear, concise and comprehensive in how we respond to your questions. Often that means taking a moment to research an answer and review our response with coworkers before replying. It's not possible to handle a difficult phone inquiry in this manner without putting you on hold or calling you back later.

Phone support is not documented.

Special arrangements made on the phone must be documented by an agent who could record them inaccurately. By contrast, all email inquiries are associated to your account and can be viewed our entire team so that we are all familiar with your needs.

Final thoughts...

Since implementing this change, we have been diligently reviewing every customer interaction, documenting problems and developing solutions to prevent common problems from recurring. Most support inquiries exist because we failed in some regard. Either our process had a hiccup or our ordering experience was confusing. Already we have fixed dozens of small problems and more improvements are coming soon.

One small, related bonus...

We removed the phone number field from checkout for all US customers. Filling out forms isn't fun, but we hope cutting one needless field makes checkout a bit more pleasant.

Contemplating a similar decision? You may want to read Wistia's blog posts on this topic.


Sticker collections

Posted by Anthony on Nov 19th, 2012

Sticker Collections

350+ stickers have been added to the Sticker Mule Gallery since we launched it 3 months ago. We built the gallery as a source of design inspiration and as a tool to help you get extra exposure from your stickers. Today, we’re continuing along that path by adding the ability to group stickers into collections.

Curious what other breweries are doing with their stickers? Check out the beer stickers collection. Want to learn more about the latest startups and see how they’re using stickers? There is a startup stickers collection for that too. Within each collection, stickers are ranked according to how many “likes” they received.

8 sticker collections are available for you to browse today and many more will be added in the months to come. We hope you like what we’ve done so far with collections. If you have new collections you’d like to see, just let us know.


Introducing the Sticker Mule Gallery

Posted by Anthony on Jul 31st, 2012

Sticker Mule Gallery

The Sticker Mule Gallery is officially live. It's far from being finished, but here are a few things you can do currently:

  1. Like stickers and they'll show up on your profile page.
  2. Request to have your stickers added to the gallery.
  3. Share your stickers via Facebook, Twitter and Pinterest.

Every week we photograph and add a new batch of stickers. If you'd like your stickers added you can fill out our gallery request form. We review gallery requests in the order they were submitted. Also, at the moment, only users with accounts can join the gallery so remember to sign up if you haven't yet.

Hope you like what we've done so far. Stay tuned as there are a handful of planned improvements coming soon.


Coming soon

Posted by Anthony on Mar 21st, 2012

About a year ago we had an idea to let our team "star" interesting stickers in our backend much like you can star emails in Gmail. We each had stickers we wanted to remember for various reasons. It seemed like a cool idea to give everyone on our team a way to easily recall the ones they liked.

I merrily added "star interesting stickers" to our development queue and there it stayed while we worked on more useful things. Turns out, it's difficult to get motivated to build a "cool" idea for a handful of people. Internal systems are rarely beautiful and we like to work on things that look pretty.

Fortunately, a few months back, we woke up and realized we were being short-sighted. Building an internal system to organize stickers is lame, but creating a system where anyone can browse, remember and get exposure for their stickers is a bit more interesting.

It didn't take long for our design lead to create his vision for this project and ever since we've been obsessed with making it amazing. In the new few weeks, we'll be releasing an initial preview of our new project, currently dubbed: the Sticker Gallery.If this sounds interesting, then visit our teaser page to sign up and help spread the word.

A preview release is only a few weeks away so stay tuned!


Protect Internet freedom with reddit inspired stickers

Posted by Nick on Jan 31st, 2012

It’s been about a week since reddit blacked out to protest SOPA and PIPA. It seems the effect has been significant, as both bills seem to have been stopped dead in the water. But it’s good to remember that freedom on the Internet needs to be continually protected, as we’re sure that such legislation will continue to arise.

We wanted to do our part in spreading the message, so we turned to the reddit community to help us design a sticker to promote freedom on the Internet. Here’s what we came up with:

Protect Internet Freedom Sticker

We’ll be adding one of these to every reddit sticker order for free until the end of February. To get your hands on one, visit the reddit Sticker Store and order any design to receive a free Protect Internet Freedom sticker designed by redditor thesluttymcslut.

Questions or thoughts? Tweet @stickermule.


DuckDuckGo Sticker Store!

Posted by Anthony on Jan 4th, 2012

Defend your right to privacy by purchasing stickers from our brand new DuckDuckGo Sticker Store. DuckDuckGo is a general purpose search engine like Google or Bing with an important difference. It does not track you. It also works harder to reduce spam and clutter, and includes a ton of goodies

DuckDuckGo Sticker Store screenshot

The DuckDuckGo store features 18 community designed stickers (more to come!), as well as official logo stickers and iPhone skins. There’s even a reddit-inspired sticker that also serves as the logo for the official DuckDuckGo subreddit.

DuckDuckGo Sticker Store screenshot

We couldn’t be happier to power the official DuckDuckGo Sticker Store, but we need your help to make it a huge success. With SOPA looming, it couldn’t be more important to support companies like DuckDuckGo that defend our right to online privacy. So, for a limited time, we’re giving away a pack of 10 free DuckDuckGo stickers to anyone that spreads the word about this store and DuckDuckGo on their blog.


Free reddit stickers

Posted by Nick on Dec 5th, 2011

So, we woke up this AM to find ~1000 orders in our system and this post on reddit. Our new referral system let’s anyone give their friends $10 towards their 1st order by sharing a referral link.

According to our accounting department, we can’t giveaway free stickers indefinitely so we had to make a change to our referral system. Anyone can still get a $10 credit towards their 1st order, but you can’t use the credit unless the order is greater than $50.

Since we’d still like to thank everyone on reddit for the awesome support, we’re going to giveaway another 1000 reddit stickers for free. Just fill out this form and a free sticker will be in the mail within 7 days. :-)



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