Comments on: Do We Answer Questions Before You Ask Them? http://www.aweber.com/blog/new-features/do-we-answer-questions-before-you-ask-them.htm Email Marketing Tips by AWeber Wed, 03 Dec 2008 00:10:37 +0000 http://wordpress.org/?v=2.6.1 By: Justin Premick http://www.aweber.com/blog/new-features/do-we-answer-questions-before-you-ask-them.htm#comment-8546 Justin Premick Tue, 29 May 2007 13:50:17 +0000 http://www.aweber.com/blog/new-features/do-we-answer-questions-before-you-ask-them.htm#comment-8546 Hi Will, It sounds like you've had a bit of a rough time. I'm going to drop you an email to see if we can't get it all sorted out for you, and to get some more details on the issues you've experienced. Hi Will,

It sounds like you’ve had a bit of a rough time. I’m going to drop you an email to see if we can’t get it all sorted out for you, and to get some more details on the issues you’ve experienced.

]]> By: Yukio http://www.aweber.com/blog/new-features/do-we-answer-questions-before-you-ask-them.htm#comment-8512 Yukio Sat, 26 May 2007 14:32:30 +0000 http://www.aweber.com/blog/new-features/do-we-answer-questions-before-you-ask-them.htm#comment-8512 I know exactly how Joe feels. It's unbelievable how great Aweber is at customer service. Aweber walks it's talk and then some. You Rock! I know exactly how Joe feels.

It’s unbelievable how great Aweber is
at customer service.

Aweber walks it’s talk and then some.

You Rock!

]]> By: Jesse http://www.aweber.com/blog/new-features/do-we-answer-questions-before-you-ask-them.htm#comment-8507 Jesse Sat, 26 May 2007 02:31:17 +0000 http://www.aweber.com/blog/new-features/do-we-answer-questions-before-you-ask-them.htm#comment-8507 yeah that feature is very cool. I've used it probably about a dozen times and it finds the answer at least 85% of the time. yeah that feature is very cool. I’ve used it probably about a dozen times and it finds the answer at least 85% of the time.

]]> By: Will Kenny http://www.aweber.com/blog/new-features/do-we-answer-questions-before-you-ask-them.htm#comment-8506 Will Kenny Sat, 26 May 2007 00:10:25 +0000 http://www.aweber.com/blog/new-features/do-we-answer-questions-before-you-ask-them.htm#comment-8506 While I applaud your efforts to update your Knowledge Base, it needs an awful lot of work. In particular, the search function returns many pages that cover multiple topics -- and sometimes it returns pages that are themselves essentially search results pages. It is rare, so far, to type in a phrase and quickly get to the information I'm looking for. And it is more than a little frustrating when what is returned is a broad topic with several sections, so I have to scroll or search on the page to find the content. Those multi-topic pages should either be excluded from the search engine, or replaced by smaller units dedicated to individual topics. (And, when I give up and contact support via e-mail, it usually takes a couple of tries to get my questions answered AFTER I ask them, much less before -- because the person responding does not take the time to carefully read my entire message, and respond to the questions I explicitly ask.) While I applaud your efforts to update your Knowledge Base, it needs an awful lot of work. In particular, the search function returns many pages that cover multiple topics — and sometimes it returns pages that are themselves essentially search results pages.

It is rare, so far, to type in a phrase and quickly get to the information I’m looking for. And it is more than a little frustrating when what is returned is a broad topic with several sections, so I have to scroll or search on the page to find the content.

Those multi-topic pages should either be excluded from the search engine, or replaced by smaller units dedicated to individual topics.

(And, when I give up and contact support via e-mail, it usually takes a couple of tries to get my questions answered AFTER I ask them, much less before — because the person responding does not take the time to carefully read my entire message, and respond to the questions I explicitly ask.)

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