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We'd like to thank Helen for her feedback regarding our service. We appreciate her feedback very much and we're glad she likes the concept behind mybiz - making it easier for small businesses to provide great customer service and build stronger, more profitable customer relationships. We also appreciate her mentioning that our support staff was courteous, helpful and interested in assisting her. We would like to address some of the concerns she raised in the article.
We appreciate her feedback that the site needs more documentation and are working hard to improve in this area. In the last couple of weeks, we have added a Start Up Wizard - a step by step process that assists a new user to use and understand our service. We've already seen positive results due to this change. We are also working on improving the content in the Help section.
Helen also stated that you need to change your email address to use mybiz. You can use mybiz without changing your email address as long as you can forward your email to your mybiz account. If you cannot forward your email to mybiz then you would have to use your mybiz email account if you want to take advantage of mybiz's email features, such as templates. mybiz features such as FAQs and eBay customer tracking are independent of your email address and can be used without changing your email address. We are working on ways to make it easier to use mybiz with your existing email account.
Helen was also frustrated by a warning that appears if a user is logged in to his/her mybiz account and is inactive for 30 minutes. The warning asks the user to stay logged in or be automatically logged out in 5 minutes. The warning is a security measure to prevent unauthorized access to your account. However, we are going to change the way this is done to make this feature less annoying.
Helen reported having difficulty finding out how to turn off her mybiz Toolbar. Once again this is great feedback and we will be making it easier to find this option on the site (The ability to turn off your toolbar is currently found in Toolbar Instructions. On this page it reads, "You have already chosen to have mybiz insert the toolbar into your auctions for you. If you would like to turn off the toolbar, you may click on button below". The button reads "Turn Toolbar Off". Clicking that button will shut off the automatic insertion of all toolbars.)
When Helen requested that we close her account, we made an error that resulted in her account not being closed. We have apologized to her for this error and have a new system in place for closing accounts.
And finally, we'd like to thank Helen again for offering this feedback and thank Ina for allowing us to respond to the issues raised. We'd like to invite others to try mybiz free during our open trial period, and are very interested in hearing what other auction sellers have to say about our customer service and marketing tools and would welcome all such contributions.
As we continue to make improvements and add new features, I'm sure auction sellers will find mybiz tools of great value in building customer loyalty, increasing profitability and saving time.
Marianne Glasgow
mybiz Technologies, Inc.
http://www.mybiz.com
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