Happy Saturday: More customer service from Entrecard
Written on July 12th, 2008 by Graham
Today I’m proud to announce that Entrecard has just made significant enhancements to the customer service arm of the operation. Whereas before, reporting sites via their profile and sending us notes via the feedback form would result in inconsistent and spotty action, its is now fully serviced.
That means that if someone has objectionable content on their blog, or is a splog, reporting them from the profile, via the “Report this site” will now typically result in same-day action.
It also means that notifications sent to us via the support form on your dashboard, will typically get same-day responses.
This was one area of our service that has been lacking over the past few months since Entrecard went from a small project to an enormous confluence of bloggers. Fortunately for us, some really wonderful dedicated help, familiar with all of the ins and outs of Entrecard, has come aboard to help us where we needed it most. But for the sake of efficiency, let’s discuss a few things.
When should I report a site?
The “Report this site” found on everyone’s profile is an indipensible tool. It is how you, the Entrecard members, collectively communicate to us who
- is a splog
- only has a single post
- Quick Drop pages
- who’s site contains nudity
- non-english content
- any other incredibly offensive content, such as hate speech, etc .
So if you find any of these things in your travels, make sure to click the “E” logo on the person’s widget to go to their profile, and the “Report this site” for what reasons you have.
When should I use the feedback form?
The feedback form on your dashboard is your quickest and easiest way to communicate to us. Use it if…
- You would like to suggest a feature
- You would like to express your opinion on anything Entrecard-related
- You have a customer service issue
- You need technical support with something Entrecard-related
- You have a complaint
Now, we may only respond to the latter issues, customer service problems, technical support, complaints, etc. Suggesting a feature and opinions, compliments, etc. all go into the Entrecard Team’s collective conscience for when we’re planning the next features and direction of the service as a whole. So make sure to use it to directly communicate with everyone behind Entrecard.
That’s it! When you find the need to do so, give our new and improved customer service a whirl. You won’t be disappointed!
July 12th, 2008 at 1:09 pm
I hate quick drop pages. Entrecard is not just a card earning site, and people are taking everything in the wrong way. My work on reporting sites starts now!
And didn’t know that non-english content blogs are not allowed. I had seen a couple dropping on me earlier.
Anyways thanks for the updates, and making the customer service active
July 12th, 2008 at 1:11 pm
While we very sincerely want to open to all languages, we also realize 90% of our userbase reads english-only, and we cannot roll out other languages until we can facilitate them properly.
But if a blog is 50-50 english and other language, we usually allow it. If the content is 100% non-english, it will be removed, sadly.
July 12th, 2008 at 1:32 pm
Thanks for the updates! I’ve been waiting for this for a long time. Now I can stop sending Ben all my reports. =P
July 12th, 2008 at 1:34 pm
Same day response. Sounds good. I’ll give this a try..
Soon. Very soon.
July 12th, 2008 at 2:04 pm
Thanks for these updates. I do have a question about something I’ve been running into quite a bit. Those pages that have those “Skip this” ad before you get to their blog should those sites be reported? I find them annoying considering I’m visiting your blog to see what you have to say but instead I’m greeted with a large annoying ad and have to skip it to get to your blog.
July 12th, 2008 at 2:40 pm
@Majik & @EC
I was going to ask about that too. Normally, I sent a message to Ben and Ben would ask the user to stop using those ads.
In addition to this update, could you also provide a list of what is and isn’t acceptable on a blog? Or instead, perhaps the community should make it clear what we would like to see on a site. It’s not just the full page ads, but some sites have audio ads and whatnot.
This is a community, right? So ideally, we should help each other not to make money, but to make good blogs. Ideally, anyway.
July 12th, 2008 at 2:55 pm
This should help smooth out the bumps and make this place more reputable. When can we expect a drop down for “Bloggers that should never blog or be allowed online?”
July 12th, 2008 at 3:04 pm
Yes, Skip this Ad should be reported. We don’t allow them, but we won’t delete accounts automatically, instead we send a warning and a 24 hour hour grace period to take it down.
July 12th, 2008 at 6:16 pm
I should say that i am trully sad because i use entrecard in my blog a long time ago …even yesterday i posted about entrecard and today you do this…dont forget about non english websites or blogs because you have for shure lots of non english and im not talking about quick drop pages im saying a respectable blog and faithfull entrecard user,,…..
man i dont know what to do maybe ill post about this changes and get out the widget…yes you terminated the acess to my POTUGUESE NON ENGLISH BLOG but didnt cut the widgets buyings….
good bye and fairwell entrecard and im going to spread around this .
Its was a pleasure dream made into a nightmare!!!!!!!!!!!
July 12th, 2008 at 8:01 pm
kudos for improving support. keep it up!
July 12th, 2008 at 8:38 pm
@ Graham
Thanks for answering my question. Those “Skip this Ad” pages are so annoying. I think a 24 hour grace period to take it down is more than fair.
July 12th, 2008 at 9:02 pm
Nice! I’m curious about the new and improved customer service though. Is it a hired team or volunteer? And how did you select them?
July 12th, 2008 at 11:26 pm
There is a site that drops of me everyday, which does not have a widget. How do I go about reporting them?
July 13th, 2008 at 12:06 am
I agree with Monique. I too have a site that drops me fairly regularly, but does not have an Entrecard widget where I can drop. Can anything be done about such sites?
July 13th, 2008 at 1:17 am
Thank you Graham and staff for all your hard work… In the last month that I have been here, I have see huge improvements and I feel lucky to be a part of the Entrecard movement… Hold on let me wipe my nose now….
What happens to the credits of the accounts that are reported? I was thinking… What if the credits are use in a contest of some sort. A contest that anyone could win not just the vet, but the noobs too…
LOL
Just a thought…
keep up the great work!
July 13th, 2008 at 9:52 pm
@ Monique & moserw
I’ve had people with out widgets drop on me quite frequently, I’m still trying to figure out how to report them. Maybe it’s the link the shows up when you hover the pointer over their card in your inbox? There has to be an easy way to report those without widgets.
July 14th, 2008 at 2:32 am
If you go to the site’s profile on Entrecard, there is a link to report the site there.
If the site doesn’t have a widget but they appear in the drops inbox, please see the second part of the following guide:
http://entrecard.com/docs/doku.php?id=reporting_sites_for_tos_violations
I just added that part.
July 14th, 2008 at 2:21 pm
lol that’s too cute, Ben “I just added that part.” lol So great for being quick to update documentation! It’s brilliant.
Thanks for updating the customer service guys. I know it’s a tough thing to answer what must be a million queries/emails/comments a day and while I did feel the response I got was a touch impersonable in my recent query, I fully understand why it has to be that way for now. Keep up the great work =D
July 14th, 2008 at 6:28 pm
@ Ben Barden,
Thanks for the link, I’m sure a lot of us will find it useful!
July 15th, 2008 at 12:01 am
Entrecard is growing with the number of its users. All the bloggers are finding it useful.
July 15th, 2008 at 1:03 am
My new blog has only got one post, please don’t remove it
July 15th, 2008 at 7:41 am
@John, rather than feeling sad, why not update the blog with a few posts rapidly?
July 16th, 2008 at 10:48 am
Hey, you guys can’t find my etrecard on my site with the scanners. It’s now actually on there twice. I have two sites, cheririley.com and then the blog which is linked in several places from the toolbar on cheririley.com. Let me know what I need to do differently.
Thanks, (it said to ask this in the blog and this seemed like the most appropriate post)
July 16th, 2008 at 6:14 pm
[...] retirei o widget e deixei um post no blog da Entrecard a criticar a atitude [...]
July 16th, 2008 at 9:42 pm
Customer service is really doing great. Like when I registered my two other blogs for entrecard, they got approved in just a few minutes and the widget is already up and running. And there are new stuff too. I am glad I decided to join the entrecard movement. It allowed me to browse sites that are of my interest. Omedetou gozaimasu (Japanese for Congratulations) to the staff! Keep it up y`all!