IntenseDebate - alexve

14 years ago @ Alexve.com - Maximize ... - If You Depend On Disqu... · 0 replies · +1 points

I still stand completely behind my content and view; We live in a day and age where anyone can share their experience so it becomes utterly important that companies always care about their customers. My post contains clear feedback on areas where they can improve their technical support. I just hope they do something with it.

With kind regards,
Alex

14 years ago @ Alexve.com - Maximize ... - If You Depend On Disqu... · 1 reply · +1 points

Hi Thomas,

Thank you for visiting my virtual home and thank you very much for your feedback.

You are right that the response from Disqus is quick when the conversation is out in the open. If only they had listened earlier when I had a 1:1 conversation and fixed the technical issue, I would not have written this post at all. Funny thing is, I even started out as a promoter of the service.

RE new media/title: I just created this post to share my experience about Disqus’ technical support with anyone. Just to show I am * not * about link bait, I will remove the word WARNING and add the word ‘Technical’ to the title, so it is clear I am talking about Disqus’ technical support. The title was written to get Disqus’ attention to this post, which was exactly what happened.

(Please see the rest of my reply in the next comment)

14 years ago @ Alexve.com - Maximize ... - If You Depend On Disqu... · 0 replies · +1 points

This means that the help@disqus.com sends out an email to anyone contacting it. How many e-mails does this generate on a daily basis? And how many of those message end up in a receivers spam/junk folder? I know I at least found one of those automated e-mails in my spam folder.

If you look at Google’s help at https://mail.google.com/support/bin/answer.py?ans... you will see they listen to user reporting spam and take actions when required. If google somehow ‘blacklisted’ help@disqus.com, that would explain why I was unable to reach it and able to reach giannii@disqus.com in the same e-mail.

Maybe I will give Disqus another try later. First going to look at Echo from JS-Kit.
Thanks again!
Alex

14 years ago @ Alexve.com - Maximize ... - If You Depend On Disqu... · 2 replies · +1 points

Hi Andrew,

Thanks for your comment and great to learn you had a positive experience with Disqus.

RE: the error message: Your explanation does not clarify why I was able to send an e-mail successful to giannii@disqus.com but not to help@disqus.com in the same mail (that last address being on the CC-line)?

I find it hard to believe that think Google sees two of my independent e-mail address as spam accounts. I have just taken another closer look at the error I got back and this is what I think this is happening/has happened: when you send an e-mail to help@disqus.com you get an automated reply back, containing your original message.

(Please see the rest of my reply in the next comment)

14 years ago @ Alexve.com - Maximize ... - If You Depend On Disqu... · 0 replies · +1 points

Hi Daniel, I use good Google Apps for this domain. I have shared my thoughts about what happened with the help@disqus.com address in my reply to Andrew in the comments above. I think it is related to the amount of automated emails you send out using the help@disqus.com address and recievers marking that as spam.

If your support encounters difficulties reaching customers, perhaps they can switch to Twitter as an alternative. You seem to use it quite heavily already. Anyway, I am ok with putting it behind it us. Hope this post has set some change in action. Will definitely keep an eye on all commenting systems enabling real time conversations such as Disqus.

14 years ago @ Alexve.com - Maximize ... - If You Depend On Disqu... · 2 replies · +1 points

Hi Daniel,

Thanks very much for dropping by and leaving a comment on this post. Also good to see you stand by your staff, which is always the right thing to do.

As you can see in my post, I do think there are areas for improvement in your customer support. These are general recommendations coming from someone who has been in support for more than a decade.

RE: Contacting me, Can you please let me know how you were having difficulties to contact me? I ‘m on mail almost 24x7, on almost on every social network, have my own site with contact page (even publish a vcf with my phone number there). Really like to understand what went wrong.

RE: fixing the issue, I am really sorry but it is just a little too late for that. I do think it’s great of you (and Giannii) to come and visit me on my blog and leave a comment. That shows me you do care. For now, I’ll be using another commenting system and keep an eye on Disqus.

Thanks again for dropping by.

With kind regards,
Alex

14 years ago @ Alexve.com - Maximize ... - If You Depend On Disqu... · 2 replies · +1 points

Dear Phil,

Thank you for visiting my blog and thank you for your comment. I am glad to hear you are happy with Disqus.
You are more than welcome to visit me some time when you are in the Netherlands if you are wondering whether I really exist. My point in this post was not about the product Disqus. I like to improve things, that’s why I’ve written this post.

Thanks again for caring enough to share your comment, it definitely put a smile on my face :-) It would be pretty boring if everyone replied, “Great post! I completely agree with you!”. It even made me consider changing my avatar hehehe.

Cheers,
Alex

14 years ago @ Alexve.com - Maximize ... - If You Depend On Disqu... · 0 replies · +1 points

I also understand that you would like every support request to go smoothly, so do I. That’s why I’ve written the post. Hoping you will get some support and other resources to improve the whole support experience for Disqus users.

Please understand that I have shared my customer support experience and shared my feedback openly not to attack you in any way. Your reaction today and leaving a comment on my personal blog, shows me you do care which is good to see. I’ll be watching the Disqus solution and other commenting systems like IntenseDebate and Echo and testing them for my clients on this website.

Have a great day and thanks again.

With kind regards,
Alex

14 years ago @ Alexve.com - Maximize ... - If You Depend On Disqu... · 1 reply · +1 points

Dear Giannii,

Thank you very much for your quick response and feedback.

My issue with support was not about getting failed deliveries for help@diqus.com from you mail server. Before I was unable to reach you, already 11 days had passed without a solution.

I have not removed any important e-mails, only the automated replies that you get when you send an e-mail to ‘help@disqus.com’. If there are any message you would like to add to the deck, please e-mail them to me and I will be glad to add them.

(Please see the rest of my reply in the next comment)

14 years ago @ IntenseDebate Blog - FriendFeed Comment Ret... · 3 replies · +6 points

I have just switched from Disqus to Intensedebate on http://alexve.com after a horrible support experience with Disqus (they simply don't listen and care about their customers). Right now doing some testing and customizing of ID's CSS in my dev. environment so it looks nicely aligned with the site's design. It feels good to use something from the creators of the WordPress platform!

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