alt Hacker NewsNo Calls
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This dysfunction is much worse with hardware and unique to US/ Europe and almost non existent in China. In US, Europe, regularly to buy the simplest of sensors (which can cost < 100$), the price won’t be written and I need to fill a form with a bunch of details (why do you need to know my company industry?), and then schedule a call, just to buy the thing.
In Chinese websites you can just see the price at website, and they mention different prices for different volumes. And if I need something custom, I can contact them and they would build it.
One sane man in a sea of glorified door-to-door salesmen that govern B2B.
The post is about how they have a no-calls policy, even for enterprise sales. The author brags, "I nuked the 'book a call' button from my pricing page".
...But their pricing page actually has a big "Schedule a Call" button when you drag the pricing slider into enterprise territory: https://keygen.sh/pricing/
What am I missing?
This is an incredibly inspiring story to read. Thanks for sharing!
Never having to take a sales call to grow a company is the dream for an introvert like me. And, as an open source developer, I care a lot about clear communication, transparency, and high-quality documentation.
Looking at the Keygen front page, I can see how effective they would be at targeting the kind of customer they'd want.
I personally have no use for software licensing products, but if I did, I would probably choose keygen just on the merits of this blog post.
Maybe this goes without saying, but this requires really good self-serve for most customers. In general it seems like the trend is more fragmentation, rather than just "more email" but that does mean less call-driven -- https://www.mckinsey.com/capabilities/growth-marketing-and-s...
This is an interesting read and take. I don't think it's applicable to everything because not everything fits neatly into "if I explain it, you will buy". This also cripples any kind of outbound motion, which for some businesses, they may never need so that's fine.
On an unrelated note, that squashed font look they're using everywhere is really killing my eyes.
I'd love to do this. The context switching between doing development and then sales is so freaking high for me that I basically had to dedicate a specific day to just doing calls and the rest of the days to only doing dev work.
I'm in the camp that I'd rather hire the right person to do the job better than me (in sales) and focus where I'm most strong in instead.
> When the next person asked for a call, I responded with a simple "No, we don't do calls, but happy to help via email. Feel free to CC any relevant team members onto this thread."
"No calls" and "talk to right people" is unrelated. Just have a call with the engineer. At least you know they heard you not just ignored a cc.
I find it quite funny that if you go to the pricing page, they'll funnel you into a call if you get to the enterprise part.
I felt this way for a long time, until a couple years ago. Talking with your mouth uses a completely different part of your brain than talking with your fingers. There's pros and cons to both methods. It's nice to have an ace up your sleeve when your competition is other nerds with great writing skills.
A friend described calls as "high bandwidth information transfer."
An average typing speed is 40wpm but an average conversation is between 120 - 150 wpm so about 3 - 4x bandwidth.
Calls also offer sub second latency and maximum priority.
When you add video and audio in there, the pure amount of data transferred is higher.
This model works for customers where the user and the buyer are the same person (or highly aligned) but in many other cases, the “procurement team” gets in the way and is literally paid to make calls and negotiate. I love this approach but am concerned about its scalability.
I wonder if part of the reason people are comfortable ditching calls is that we’re already transitioning to a world where AI can handle so much of the back-and-forth. Tools like ChatGPT and automatic summarizers make it easy to manage and process large volumes of written communication, so async feels almost effortless.
On the other hand, it’s less clear if we’ve got good AI solutions for real-time calls. Yes, we have speech-to-text and live transcription, but they still require more setup and don’t always capture context as smoothly as a neatly structured email thread. For people who want everything documented and searchable—even the decision-making logic—AI-assisted written communication just works better right now.
I’m curious if future AI tools will make synchronous calls more appealing by automatically generating real-time summaries or helping participants get to the crux of the discussion faster. But at least for the moment, it seems AI is nudging us toward async rather than giving us a richer live conversation experience.
As someone who is also introverted and looking to start a business in the next few months, this is something I'm going to seriously consider.
When I'm on the consuming end of a service, I would always rather help my self than interact with a sales person or support team.
I am truly astonished by the feedback in this thread. I would have called OP a bad salesman for not being able to close a deal in the phone.
If I want to buy something, I want a call to weed out the unuseful products quickly without having to comb through useless websites
I might have missed it, but doesn't it seem like the best option would have been to provide an option for both? Some people (especially of a certain generation) absolutely prefer calls. Seems best to just meet the customer where they're at.
For context, keygen allegedly has $195.4K revenue and 100 customers in 2024.[1]
inspired by this post just wrote down small story about one of the calls
I have a small B2C app that requires no calls or interactions in general to get customers, just support afterwards. Currently have a few hundred subscriptions. It's not much but makes me pretty happy.
> Being an introvert, I absolutely hated calls.
Can we stop with this crap already.
You hate calls because you hate calls. Not because you’ve made up a definition of introvert that helps you avoid phone calls.
You don’t actually know your customers needs until you talk to them. Most businesses determine how to build their products by having conversations with their customers.
This is where voice AI agents can really help and screen the calls. Route the big fish to Alec Baldwin and the tiny prospects to the guy getting the coffee.
If there's one thing I hate about sales pitches it's claiming one thing and then using weedle words like 'discovery' to essentially lie.
I am so behind this even in day to day interactions. I do not need to have a 1 hour meeting or teams call for something that could be an email thread.
Always wondered how you can protect a php or python package with a license key. Its code, you can just ignore the key in the source code, can you not?
I've found that a good YouTube video can replace demo meetings, too.
We got a later-stage startup to integrate with our API entirely off of a demo video.
"If your messaging is vague, people will need to get on a call to understand what you actually offer."
I am so tired of someone at work saying "Hey, we're thinking of using X" (or "going to use X"), and I go to their web page, and what is X? Why, it's a tool that will unlock the value of my business and allow unparalleled visibility into my business to connect with my customers and brings highly-available best-of-breed services to us to secure and empower our business, which has up to this point just been businessin' along without the full power of businessy business that we could have been businessing if we just businessed this business product earlier.
But...
.. what is it?
Is it a hosted database? Is it a plugin to Salesforce CRM? Is it a training program? Is it a deployable appliance or VM image? Is it a desktop application? Is it a cloud service? Is it an API? Is it some sort of 3rd party agency meant to replace some bit of my business? Who is meant to use it? Developers? Business? Finance? Ops?
These are all very basic questions that are only the very beginning of understanding of what the product actually is, and I frequently can't even guess based on the home page. I have more than once been told we're using one of these products and linked to the homepage in question, and still had to come back and ask the person "Yes, but what is it?"
The best thing you can do is hit the developer docs page, if there is one, but even then it's fairly rare for there to be a clear answer. You have to poke through frequently disorganized, task-based documents with no clear progression as to "here's where to start with our product" and frankly some products have defeated me even so. I can get as far as "Ah, you have some sort of web interface" and probably some clue about what it actually is, but that hardly nails it down. You'd think I could juts derive the answer almost immediately.
So glad it's not my job to poke through these things. I have to imagine there's a lot of people who would equally find it a breath of fresh air to hit a website and have some sort of idea what it is in 30 seconds or less.
I understand, even if it's not my personal philosophy, still being vague on price so you have to call about that. I don't understand the idea behind hiding what your product even is behind such a thick layer of vague buzzwords that a professional in the field is still left virtually clueless about what it actually is even after a careful read.
Never heard of Fair Source licensing before.
If you don't want to make phone calls, isn't that what an employee is for?
To do everything that you don't want to...
Once you move the slider on this site to Ent-1, you get a price, but you still get "Let's book a call".
Why?
I can’t recall ever seeing the contraction “who’re” before. For obvious reasons I suppose.
Great article! Genuinely helpful to the entrepreneur community here.
Off-Topic: What is the best way to “subscribe” to blogs like this? Is there a popular service/tool out there even for blogs that don’t have RSS or TwitterX? Or, just keep a list of blogs of interest and check occasionally? Thanks.
I totally love it!
I would add video chats into this waste of time.
I can confirm as a (largeish) buyer, i despise useless calls and video conferences.
I do not have time, and it costs me money to hop on a 20 minute call just to find out it was a presentation of their slicks that were in PDF, or go through 30 slides that they could have emailed me.
It costs me money for a vendor and internal teams to eat time, and my cost change depending on the time of the day. My rate is highest during mid to late day. If you send me an email with the info and I can read it in my morning quiet time, it (mentally & $$) cost less, and I will be less grouchy.
there are some times when a call works. If the emails are fruitless because the writers lack the ability to be succinct, or cannot articulate what they need.
edit: @spiderfarmer wrote it much better.
This resonates with my experience. The consulting/software company I work for practices price transparency (even though we're the most expensive in our market) and pushes hard for email communication with leads and clients. Our stuff is heavily documented. More substance, less BS.
We used to do lots of sales calls years ago, but 99% of our entreprise growth came from being active members of our community and talking (email!) to engineers. We still do sales calls, but they're essentially what the author calls "discovery calls". And we prequalify the shit out of leads before we take a call with them -- yes, that means taking a few minutes to learn about what they do.
What you do at Keygen is you take the specifications from the customer and bring them down to the software engineers?
Yes, yes that's right.
Well then I just have to ask why can't the customers take them directly to the software people?
Well, I'll tell you why, because, engineers are not good at dealing with customers.
So you physically take the specs from the customer?
Well... No. My secretary does that, or they're faxed.
So then you must physically bring them to the software people?
Well. No. Ah sometimes.
OMG I'm doing this.
Not holding BS SOC2, HIPAA, and PCI certifications in the security space is probably even more non-conformist than nocalls.
This feels related to that “Nobody Cares” post from yesterday.
Nobody cares that calls are a pain, so everyone just keeps having them.
I can relate.
This exists because sales guys don't know how to type, and generally have poor reading comprehension.
Typing out 3-4 sentences is an order of magnitude harder for them than making a few minute phone call.
I require everyone I hire take a typing speed test and know how to touch type. If they can't and they are a must-hire, I make their first two weeks involve an hour or two of typing tutor use. It's essential to an asynchronous workforce.
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I was a chief Procurement officer at multiple tech companies and just hated sales calls. What I really want is a clear pricing structure and a list of documentation to look into.
For anyone tired of the sales pitch, feel free to reach out as I've built a company who takes care of the entire procurement cycle for you (including negotiations)
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As a customer, I absolutely abhor that the I need to book a call with sales to buy any enterprise product. Please, for the friggin love of <insert your deity or whatever rocks your boat here> let's do it over email!