Stop and Roll Back! Make a U-Turn Before Too Late. PLEASE!
LiquidWeb. Been here for years. I use to love you guys. Even though had hiccups over the years, it was always a winning ratio (10% not so good VS 90% pretty good) in terms of support and solutions. I'm being nice with that ratio...
In the last month or so, you have completely flipped your whole world:
1) Changed your logo - yuck. See DNS icon here https://www.digitalocean.com/pricing/#networking its like almost a direct copy from that icon. Your logo doesn't affect me, but it would be gone if it were up to me. Hire a better branding agency!
2) Your new website - ehhh. Liked your previous much better. Good luck increasing conversions there.
3) Your new "Help Center" - Horrible. You completely lost me here. Your previous tickets area worked. Simple. Easy. Looked the same as the rest of the account area. I must say, I can't stand the new stuff. On personal note, I really dislike GA all over the account area. Keep that to a public scope not in account scope please.
4) Your new Live Chat - (powered by salesforce?) Also an experience killer. Super slow.. very assumptive.. and first time using it, heard a few sounds that sounded like someone tapping on a hot mic... I was like what the heck is that?! Only then realized it was sound notification that rep messaged. Hate it. Whats more... you require a description to start chat now, and then chat doesn't open (too busy or whatever the message said) and closes the chat window and creates a ticket using the description. That seems like its going to flood your ticket system and is probably why I've been waiting hours to get replies.
I'm sorry to be so critical, but someone over there is making some poor decisions. Not only did every change you made recently suck for me, but they all hit at the same time! Why on earth make all these massive changes at same time or so close together? Did you even pre-test for feedback before rolling everything out?
So... LiquidWeb. I'm sorry to say, I'm really thinking about breaking up with you. And sorry, it's not me, it's you.
Please roll back...
Hope something positive happens VERY SOON before I really do leave.
Thanks for all the good times ;)
Each of the suggestions in this thread have been pulled into their own thread for better tracking. Please see the latest comment for links to each suggestion to lend your support.
I want to thank you for all of the feedback that you have provided in this thread. We review it daily and are using it to help drive changes to our new system.
While I hear that you enjoyed the old support system, we were forced to make a change after a good amount of system instability from the vender as well as the aforementioned lack of features that Liquid Web required. We are working hard to improve the new support and chat systems to more closely resemble the system that you enjoyed before. I'll agree with you here, this new system may not have been ready for prime-time when it was released, this is a lesson that is being taken deeply to heart for any future changes that are made.
UserVoice is best setup as a feature-request site with one feature per thread so that we can stay in touch regarding the features and bugs that have been added or corrected or those that are being considered. To allow us to keep you more closely in the loop, I have pulled out the specific features and bugs that were mentioned in this thread into a group of new feature requests. I used quotes from this thread and each directs back here so that users can see the full conversation. Please find the full list below and add your votes and suggestions to any that are interesting to you. Doing so will add you to the notification list so that you are kept apprised of updates as they are made.
Live Chat notification sound
Add scroll to edit comments section of help.liquidweb.com
Send tickets from an @liquidweb.com address instead of no-reply@salesforce
Resolve frequent chat disconnections
Stylesheets load last on liquidweb.com
If any ideas or features were missed, feel free to create a new suggestion with your request. I am looking forward to reading and implementing even more of your feedback, thank you for taking the time to provide it here.
Customer LifeCycle Manager
i also agree with this post fully, its like i was writing it myself! the new support system is awful, it slow (when it even loads properly usually I have to refresh the page), it was confusing at first how to get to it, since you now have to click a couple times to figure out where to go. the odl one worked well, and was easy to use. We as IT people dont need fancy graphics on our support areas, just something simple that works.
the website, i agree i dont like the side menu at all, its really hard to work. The site loads SLOWLY, in that i get the content before your sylesheet loads everytime so then its just a bunch of text showing up first. that doesnt look good for a provider that is supposed to be fast.
but lastly, the response times, have been terrible the last 6 months. sometimes waiting days for a reply. and up to almost a day for an initial reply (and no i dont count those ones where you reply back with someone that says they are assigning the ticket to someone, whoever though that was a good idea should be...) that is the sign of an amateur outsourced provider.
Agree with this post. As a longtime customer here (probably over 11 years) I have seen liquidweb go through a few changes, but all were mostly positive...
I find this new support setup way more confusing, too many redirects, account section is super slow.
Stick the support systems back in the account section the way it was.
The whole reason my company continues to host with you is for the fast and easy support, you are making this harder with the new setup. I find the new website way more complicated to navigate as well.
Really, there should have been a pre-launch beta for users to test and get feedback on prior to launching all this as once.
Kyle W. Henderson commented
Agreed. Something has changed, and not for the better. Making me lose quite a bit of confidence due to longer hold time (sporadically), occasional lack of willingness to go the extra mile, and complete lack of training on the new email products.
I'm in complete agreement with everything you are saying, Chris. (Other than logo and site appearance, which you've already "rolled back.")
I was in a chat just now and had to refresh the ticket page I was looking at, since I made new comments as tech requested and they were not showing up (another negative thing about the new site). Unlike the old, awesome chat, this one kicked me off when I refreshed the page and I had to rejoin the line for chat all over again. Considering that with the old chat you could actually navigate all around the site with the chat window staying open, it was a very unpleasant surprise.
I'm sure I'm not the only one wishing Liquidweb had warned us about which features would be changed/taken away. Sadly, I cannot see a single thing that has been added to benefit the customer side of things, even though I'm sure many of us have made suggestions over the years.
At my most frustrated, when I have an issue and am asking myself if it's even worth the hassle of trying to get help from the support team I have been paying for 10 years, I wonder if Liquidweb made their ticket system terrible to discourage us from trying to contact them... Support used to be heroic. Now I have come to expect that I will have to explain the issue I'm having multiple times before anyone will even *begin* investigating. Then they will probably leave for the weekend an hour later, leaving the ticket still in their queue, while I'm waiting patiently thinking it is being worked on.
Hi Mark Chaney, 12 years, wow! Thank you so much for your long-time loyalty. We thank you for taking the time to write us your feedback, as we monitor and take our customers feedback very seriously. We do agree, the initial rollout was a bit unpleasant, however, we are enhancing and improving the tool every day based on customer feedback. The decision to move toward Salesforce was so that we can improve our efficiencies and processes for our customers on the backend. The change will take some getting used to, but we are refining the tool every day based on customer feedback. Please send me an email directly to firstname.lastname@example.org if you have specific questions regarding your account.
Mark Chaney commented
I have to agree. The new website and client area in general is awful. Anyone in tech worth a grain of salt knows that salesforce is absolutely awful from a customer facing standpoint. Shame on whoever bought into all the marketing junk that it was a good idea. Yes, maybe it has some good sales stuff, but awful for clients. Ive been a client for 12 years now and while the old site support areas were at least useful. The decisions made lately with the company are so poor that I would have thought someone else bought the company. =(
I started a similar topic.
Sadly the new support system is awful.
Tickets replies are ignored.
Tickets are sent from a no-reply @ salesforce address - eh???
There is no signature of link on the emails - they look very amatuer - who agreed to this?
And it is virtually impossible to read replies on the website.
As to waiting weeks for changes - simply revert back to the system that worked - simples.
Justin Phelan commented
I don't agree with point 1 or 2, I think the logo and site look great, the old ones were pretty bad and very much in need of an update. However I totally agree with 3 and 4, the new support and chat are terrible. I'd say it's more than a "few hiccups". Chat doesn't work at all for me and I can't easily read the back and forth discussion in a ticket which makes it little better than just emailing.
Today's experience with live chat support;
- Logged into manage.liquidweb so that I would already be authenticated
- Filled out the chat form, got connected to Benjamin right away. Thumbs up.
- After I type my comment, it redirects me back to the login form. Thumb down.
- I fill it out again, I get connected to another tech. Ok..
- New tech says I need to click on a link to get authenticated. Thumbs down
- Explain the issue, new tech says Benjamin opened a ticket and is working on it because our chat got disconnected
- WTF? Fortunately, he was able to take the ticket over and continue working with me on it. Thumbs up.
- While waiting for tech to check things, the chat timed out and I was taken back to the login screen. Thumbs down.
I agree fully. I'm completely at a loss for this new website integration put on us as long serving customers. The site is wonky at best. The help/support area was in perfect working order before the switch. Now I can't figure out how to reply to a comment inside the panel. It looks like it's email reply only, which doesn't work if I'm working on behalf of a client's original ticket since it originated from their email. I can't find what used to be easy to find, and so on.
I agree with the original posters. Roll back and rebuilt from there using the same functionality we used to have ease with.
Sorry Liquid Web but I've also been a long term customer and I absolutely can't stand this new website you put out. I'm trying to be as polite as possible here. As a web developer/designer myself, I would never put out a site like this. The usability is beyond frustrating.
Thanks for replying here. With regard to the logo, I'm glad you're proud of it. Please disregard my comment about the logo. I should have just left that out. It's my own opinion and really doesn't matter. However, #3 and #4... I can't express with accurate words how I feel about the chat and ticket system... because it would be a foul post. I sincerely hope the head hancho who decided to roll this stuff out hears enough of the feedback (which i'm sure is pouring in) to make a smart decision and revert at least chat and tickets systems. I cannot even begin to understand why this system was chosen. If it was a great system USER wise anyway, then yea, and upgrade is an upgrade, but to put your reps and customers through this clunky downgrade is beyond my understanding.
I totally understand what you said about the ticket system. It is down right BLEEP HERE.
Their replies to our tickets can be viewed by clicking link under emails. However, there's no way to reply in the ticket on the page. You have to go back and use the comment field. I was replying in that comment field which yes, doesn't scroll...???... and was frustrating that in order to reference what the rep had written, I had to open the ticket in a new window, nav to the ticket, click email, just to be able to read as I was replying. Stupid.
This is by far... I really mean this... the worst ticket system I have EVER used. You've got to be right amsweb, somebody at LW got SOLD ice while dressed like an Eskimo. Salesforce people must have used some kind of dark magic selling LW this C R A P!
Again, sorry LW for being so critical. I really can't help it. And I CAN'T be alone in feeling like this. All this stuff is driving me crazy. Why..?.. :(
Chris got inside my head with #3 and #4. I've been a customer since 2012 and have 3 VPS here. But the support levels and the new support center have us beyond frustrated. I've had techs make changes that have knocked out critical sites during critical times. I've waited way way too long for replies to tickets. And finding my way around tickets..... one word, PAINFUL.
I think it's using salesforce now, which I have watched BigCommerce struggle with severely. There must be some really good reports or some really good sales people, because the UX is terrible. A few things that get me;
- There's times when I have no scrollbar in large fields where I'm typing my comments.
- I can't figure out why there would be a separate area for comments and for e-mails. E-mails are generally comments.
- I can't figure out where to look first for recent comments, or even who replies last.
It's just all around combersome now. Definately a step backwards from what was there.
I'm hoping that support response time and this support center gets fixed soon, or I'll be looking elsewhere as well.
Thank you for being a long time customer during our ups and bearing with us through our transitions. We learn so much from your feedback and I appreciate you taking the time to write down your suggestions.
Our logo is something we are proud of, it is a representation of us - people and technology empowering your potential. We even made a video about the story here: https://www.liquidweb.com/about-us/. Our website has been largely receiving positive reviews, and we are making changes based on the feedback that we receive. Our old website was simply out of date, is there anything in particular that you would like to see change on the new one?
The internal system change including the Support Center was implemented this past weekend, and we are working through a few hiccups, however we are all hands on deck to ensure our customer experience remains to our standards. You will see some more changes to the Support Center in the weeks to come that will make it a bit more user-friendly. (Thank you for bearing with us in the meantime!)
Please let us know if there is anything else we can do for you in the meantime.