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 help@moz.com. 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 help@moz.com, 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.
Got a burning SEO question?
Subscribe to Moz Pro to gain full access to Q&A, answer questions, and ask your own.
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 Reporting -Selecting Dates
How to I select what dates to report from? I would like a quarterly report - is it possible to compare to the previous year/quarter?
Product Support | | kaymcgarr0 -
How to refund moz pro subscription?
I want to refund the subscription purchase process and return the money back
Product Support | | ResearchTrainingAcademy0 -
Moz not tracking search traffic & not displaying correctly in pdf report
Hi For one of our clients search traffic has stopped tracking and there are no error msgs. For the same client, when you save the report to pdf format, it appears as per below?
Product Support | | Nikki9590 -
I am UNRANKED in the Moz Community... but... but why?
I've been off the grid for about a month but just came to find I am now unranked in the Moz Community. Anybody know why this happens or how long it takes to get back? I was inside the circle of trust, now I am outside. It's cold out here, please let me back in! Any feedback or help with this is greatly appreciated! Thanks in advance Mozzers 😃
Product Support | | Bryan_Loconto0 -
Link to Moz Pro home 404s, and then I stumbled upon Moz's staging site...
I'm wary of giving more information as it's probably best that little to no one be able to access Moz staging for one reason or another. I should also mention that this was done very unintentionally on my part. That said, from the 404 from Moz Pro home, I tried to access "My QA", and that's when I realized that everything I did thereafter was within staging.moz.com (and posted a question similar to this one). Does Moz permit access to their staging site, or did I stumble upon a mistake - or Moz-stake, if you will?
Product Support | | Lumina0 -
A problem with the MOZ New response to Question Email
Hi, It seems that the MOZ New response to Question emails are getting my mailbox stuck (using outlook). This does not happen with any other email including your other reports and emails. Maybe its only me but it happens to me on two active questions I have with you (2 different new response emails I got). Thanks
Product Support | | BeytzNet1 -
Where is the full list of Directories on the new Moz.com website?
I used http://www.seomoz.org/directories almost daily. What's the Moz.com equivalent URL?
Product Support | | BrianAsh0