Why Moz New Users Are Left Alone?

[Sequelmed]

New users when sign up to an application like Moz need concrete support to make them familiarized the basics at least, but Moz seems to be not realizing this hardship of the new users or intentionally ignoring it. There is no chat service or phone numbers to quickly contact the designated agent for some quick help. Mail responses that are received after much time have their limitations -- not much interactive. What the new users should do, because the Moz is not that simple for new users.

[edited question for formatting]

[Sequelmed]

The Moz community is unexpectedly quick to respond, it seems like every body is worrying about each others concerns and helping to learn. Thanks Keri, Bryan,Ruben and altecdesign.

Cheers

Tanveer

[altecdesign]

Hi Tanveer-

I think you will find your experience posting in Q&A very positive and I suspect Moz does things the way they do to possibly foster some of that community involvement.  I've found that almost any question I had related to Moz I could reach out to the community and get great answers (usually with responses in 10-15 mins on a question).  The community at Moz is very large, very active, and very helpful.

[Sequelmed]

Hi Keri,

Everybody has a different learning style. Some pick from written words, other from videos (that always leave the actual stuff to be taught) and some others from chat service or a walk through. I don't expect Moz  helping me with SEO things but must tell the users how to use the application that Moz created with the help of so many people working at a pace convenient to them. If there is no user-convenient support its a wastage of time and frustration.

Tanveer

[Sequelmed]

Bryan

Thanks for the tip.

Tanveer

[Sequelmed]

Hi Ruben,

Thanks for directing to the proper place and sharing your initial frustrations using Moz.

Tanveer

[KeriMorgret]

Hi, and welcome to Moz! Here are some of the resources we have that can help, and some answers to your questions.

Our help hub is at http://moz.com/help, and the getting started guide at http://moz.com/help/guides/getting-started is a great place to start.

We offer a series of onboarding emails to help with your site. In the first couple of days after you sign up for Pro, you should receive a message with several tips for improving your site with Moz Analytics.

Here's some background about why we don't have a help desk phone number anymore: http://moz.com/help/guides/moz-procedures/phone-support. As a side note, I've been in the help desk area when we did take phone calls, and there would often be phone calls that would last half an hour while we determined that what the caller was looking for was an SEO services company, and we wouldn't be able to help them, but it took considerable time away from valid help desk tickets.

For billing and account questions, we do have live chat available from that section of your profile.

We do know it's complex, and we're trying to help out new users by adding more getting started information. Thanks so much for your feedback!

[Bryan_Loconto]

Absolutely! Check out their facebook and shoot them a message. They always get right back to me!

[KempRugeLawGroup]

I agree with you that it can be very frustrating in the beginning; it was for me a year ago. I also think it's a little absurd to not have a phone number, nor a chat for emergencies...unless you can promise a same day (within hours. really) email turn around...which they can't. However, most people in this forum can help you with the basics and you can ask an unlimited amount of questions, so that will help.

Another thing you can do is to ask Moz via social media. At least with me, when I really needed something addressed, it wasn't till I brought it up on Twitter that I got a response. It's the only way I've found to talk to Moz in somewhat real time.

Good luck and keep your head up! You'll figure it out.

• Ruben