Is Moz creating a Bunker-Mentality with its Customers?

[TopFloor]

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.

[auke1810]

I have also trouble in reaching moz help. I am a new user and get a bit disappointed with the help and support.

[GPainter]

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.

[TopFloor]

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

[GPainter]

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 ?

[jennita]

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

[SErOb]

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.  

[TopFloor]

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

[jennita]

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

[AaronWheeler]

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!

[TopFloor]

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.

[AaronWheeler]

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!

[KeriMorgret]

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.