Is Moz creating a Bunker-Mentality with its Customers?
-
I’ve been using Moz (and SEOMoz) for almost 3 years. During that time, I’ve found them to be very engaged; however, during the last several months, I’ve found a shift in this philosophy—which is a bit disheartening:
- SEOMoz used to have a very simple contact-us page that listed an email to the help desk as well as the office. Now, they have the locations of the two Moz offices, with no phone numbers or emails.
- Moz’s help hub, used to have a form that could be completed when you were having issues. Now, there is only a list of community-managed resources to access.
The only way you can find the way to contact their help desk is if something breaks & the website gives you an email [email protected]. However, this email account seems to get overloaded quite often and you will get a “Delivery Response Failed” message because their inbox is full.
Does anyone know how to get a hold of Moz directly? I'm having some issues accessing Moz Analytics and really need help from their support team.
-
I wanted to let everyone know that we just launched http://health.moz.com/. This lists the current trending issues at Moz, any information we have about a fix or ETA for a fix, and a direct link to the page to submit a ticket to the help desk. This is not hosted on Moz servers, so even if Moz itself is down, you'll be able to go here and see what's up.
-
Hi Eric! Did you end up emailing us? I think we thought you were going to email us your specific information and issue. Sorry for that confusion! We'll get right on it as soon as you email in.
Thanks!
-
Hi Jennita,
I thought you assigned my issue (not being able to access analytics) to a customer service manager? If so, I have heard nothing.
Generally, Moz seems a little more on top of customer service.
-
Thanks for the feedback, guys! First off, we're working on fixing the email issue. We should be able to receive emails again shortly, but in the meantime, the contact form at is working.
I'm really sorry that the contact form seems to be hidden. We'll get to work on some redesign that will make contacting us easier. We want to make it easy to find self-help since it's the fastest way to get answers, but we don't want that to be at the expense of contacting us when you want to. Thanks for letting us know!
-
Hey Eric,
That is a great suggestion! We're going to be talking this week how about how to improve that experience, and I'll be sure to bring this up.
Also, the help alias, as well as the form mentioned above are both working now.
Jen
-
Hi Jen,
Thanks for your response. I have a really simple suggestion that might make this whole process easier (and it came after looking at the link you sent above /help/contact, which I never knew existed).
Instead of placing the "Contact Help" in the navigation menu on the moz.com/help page, why not put a Prominent call to action button next to the phrase "Have a Question? We can help find an answer?"
Having the "Contact Help" in menu may seem like a good spot, but in reality may be kind of hidden. Just a thought.
Eric
-
This is getting old, guys!
I've got nothing but respect for MOZ but it definitely seems like you bit off more than you can chew.
I can't think of one Moz "tool" or service right now that is 100% reliable.
$100/month isn't going to break the bank for most people....but it's an expense. It's actually more $ than I pay for my 400 sq. ft. office's internet service and electricity combined. And they're always on.
-
Hi Eric,
Thanks for reaching out, our goal has always been to help our customers as quickly and efficiently as possible, while always staying TAGFEE throughout. I can completely understand your frustration here, and interestingly enough we've been talking as a team about how we can ensure that contacting is as easy as possible, and ensure that we're able to still give the best service possible.
Normally emailing us at [email protected], or submitting this form: http://moz.com/help/contact, will always do the trick. This weekend however we experienced some server issues which seemed to cause many of our help emails to bounce, and right now we're hearing that many folks are getting a response saying our mailbox is full.
We're feverishly working hard to get this resolved, because we do care deeply about the customer experience.
I've assigned your question to our Customer Service Manager, and will ping him about it as well. We'll update this thread when we have more information about the mailbox quota issue. At that point you will be able to send an email with the specific issues you're having.
Thanks for all your patience, and for bringing the issue to our attention! If we don't know about it, we can't fix it.
Have a good day!
Jen
-
I would presume the help@moz would be the email they are referring to along with their names @ moz.
"We do one-to-one support via email, our contact form on the Help Hub, and via live chat for sales and billing questions"
I guess its ticket related ?
-
Hi Chris,
Thanks for the update; just to clarify, Moz states on the link labled "here" that you included that they take email; however, it is spotty at best.
Eric
-
Moz tend to be about on the Q&A (I guess they like people to help them selfs!)
The reason why they don't have phone support is here
Worse case you can try their zen desk
https://seomoz.zendesk.com/home
Hope that helps.
-
I have also trouble in reaching moz help. I am a new user and get a bit disappointed with the help and support.
Browse Questions
Explore more categories
-
Moz Tools
Chat with the community about the Moz tools.
-
SEO Tactics
Discuss the SEO process with fellow marketers
-
Community
Discuss industry events, jobs, and news!
-
Digital Marketing
Chat about tactics outside of SEO
-
Research & Trends
Dive into research and trends in the search industry.
-
Support
Connect on product support and feature requests.
Related Questions
-
Moz Campaign did not fully update this week
This is not a new campaign. It updates every Thursday but this week did not update some sections like:
Product Support | | alliancehvac
Search Visibility
Desktop vs. Mobile Search Visibility
Top National Keywords
Top Local Keywords
Rankings0 -
Moz report not updated
Hi, Our Moz report does not seem to have updated this week? Thanks,
Product Support | | Ski-Solutions
Sacha1 -
How does your company use your Moz Pro account?
How do you decide when to use a campaign versus a keyword list given that the number of campaigns is more limited?
Product Support | | Caroline.Finnegan1 -
Moz has stopped crawling my site
Hello, We have been using Moz Pro for over a year on our site and in the last month noticed that our site is not being crawled anymore. I took a look in Google Search Console, and everything seems to be fine there, so I think it is just the Moz tool that is not working. Has anyone else experienced this? Are there any tips for troubleshooting it? Thank you, Adam
Product Support | | cwells0 -
I want to Moz refund my money. My trial just expired and i had forgotten to cancel
I want to Moz refund my money. My trial just expired and i had forgotten to cancel
Product Support | | moz11220 -
Why have I been charged by Moz for a Pro Subscription
I recently used the trial free 1 month subscription for Moz Pro as it was suggested in a continued education course I was doing. I see before I could say "Jack Rabbit" they have charged me and it has come off my account for next month. They also took the money off my account also happened after I queried the invoice received this morning and after immediately cancelling the trial period. This is unethical. Currently Moz Pro a service charged in US$ is too expensive for my consultancy in South Africa. Any advice on how to get this amount reversed. Today is the day the invoice was sent and immediately afterwards they charged me the amount.....
Product Support | | creativecase0 -
What day does Moz update the keyword rankings, my campaigns are all over a week since the last update?
HI, It has been over a week since the last ranking update and i'm wondering if these typically are run on a certain day? My last update was on 8/12/14.
Product Support | | SearchOpt0 -
Back to Pro in New Moz Analytics Accounts?
I have two accounts with Moz.com Account One (about a year old) has both the options to switch over between Moz Pro and Moz Analytics. Account Two (a trial so far) just has the option to use Moz Analytics. So new or trial accounts don't have access to Moz Pro?
Product Support | | VinceWicks0