Do We Answer Questions Before You Ask Them?

Inbox Ideas | Email Marketing Tips by AWeber

Posted by Justin Premick

I love reading support tickets.

Most of them are simple Q&As, but every once in a while we get one that just… well, makes our day.

But this? This is possibly the Best. Support. Ticket. Ever.

We just got this from Joe earlier today:

I tried hunting this down on your site but could not locate the info. am slowly adding new followups to my messages. I have several people on my list already. As I create a campaign I add a new message one at a time and give a new followup interval. My objective is to get new users a series eventually of emails that follow a flow and then to do broadcasts. When do my customers get my……..

WAIT I am now converting this to a KUDOS for the AWEBER service!!!!!

I have to tell you that this is the FIRST TIME in years of web experience that a knowledge base found the answer I was looking for WHILE I TYPED THE MESSAGE. This is AWESOME. I am so used to having to wait or get an online chat going. You guys have it together!!!

As i was typing the above number three in the “DO THESE ANSWERS HELP?” list was
What Happens When I Add a New Follow Up Message?

It answered ALL MY QUESTIONS!!!

Regards!
Joe

I don’t even have a word for how cool it is to get an email like that.

What’s Joe Talking About?

A while back we rolled out our enhanced Knowledge Base. You may remember seeing the blog posting about it.

Well, one of the things we did with it was integrate it with our email support form. Whenever you start typing your question, we’ll search the Knowledge Base to see if we can’t get you an answer before you have to submit a support ticket.

Press Play below to see how it works:

Pretty sweet, right?

The Knowledge Base Knows (Nearly) All

We update the Knowledge Base regularly, based on the comments users leave there as well as support questions that we receive. If we know it, chances are the Knowledge Base does too.

So next time you need an answer NOW, try the Knowledge Base! It’s not perfect, but it’ll get you the answer fast, and it’ll do so a lot more often than you might think.

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4 Responses

Will Kenny
May 25th, 2007 at 7:10 pm

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.)
Jesse
May 25th, 2007 at 9:31 pm

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.
Yukio
May 26th, 2007 at 9:32 am

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!
Justin Premick
May 29th, 2007 at 8:50 am

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.