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David Black

What's Going on With the SEMrush Position Tracker?

David Black

Fellow SEMrush'ers,

Allow me to introduce myself. My name is David Black and I'm the Director of Customer Success here at SEMrush. I don't normally take to the blog as a means of providing technical updates or alerts. But, recently, the masses have spoken and I listened. Not only did I listen, I agreed. The Customer Success Team should be as visible as possible. This includes channels like the blog, social media and even sites like Reddit. Hopefully, the CS team can continue this trend in the time ahead but for now - What's up with Position Tracker?

As you know, the majority of users with Position Tracking campaigns have been affected by periodic and prolonged outages over the last few weeks. Technical Support has been inundated with requests to manually update campaigns and we received many emails and phone calls wondering when the madness would stop. Unfortunately, we couldn't provide resolutions or definitive answers.

Earlier this week, we were able to stabilize the Position Tracker. But, it was short-lived. Even though the current situation isn't as bad as the previous, we are still dealing with outages. However, there is a silver lining.

Over the weekend (beginning Apr. 17, 2015), we'll be testing two possible solutions that we're very optimistic about because we're already beginning to see improvements in data collection. Of course, these solutions will take time to stabilize. So, you may see data that doesn't look quite right and we expect to see some delays in crawling over the weekend. But, we also expect to be operating at full capacity very soon.

I, as well as the numerous teams involved in getting the Position Tracker back to health, are working incredibly hard because we know how much our Position Tracker means to you and your business. I can't thank you enough for your patience and feedback.

Please remember that Technical Support is available Monday through Friday from 10am-6pm EST by phone at 855-814-4510 within the United States and, for our international users, 408-844-4633 from 4am-12pm GMT. We're also available by email at mail@semrush.com during both of those business hours. Don't hesitate to reach out if you have any additional questions.

Have a great weekend!

Customer Success Director, SEMrush

Comments

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David Black
Humanovation,

I genuinely appreciate that. Here at SEMrush, we work with some of the brightest and fastest developers around. So I thought the issue, like most of the technical issues we run into, would resolve in a few days. The devs worked tirelessly but the situation was a lot tougher to fix. I regret leaning on them as much as I did.

When the (totally warranted) criticism started rolling in, it really hit home because I am usually the picture of proactivity and when the issue presented again, I knew that I had to take that criticism seriously and try to redeem ourselves by exhausting every channel possible, increase our reach and make sure we're doing everything we can to keep our users informed.
Humanovation
Excellent post! I think that you will find that all customers really want is an honest assessment of the issue, a general overview of what you are doing about it, and at least weekly updates of the progress you are making. You offer a unique and necessary service ... no one wants to unsubscribe, but without information like you provided in this post, we can't justify continuing to pay without knowing why the service isn't working. We don't expect you guys to be perfect and absolutely without down time, but we do expect a consistent flow of real information about serious issues ... and that is exactly what you have provided here. Thank you ;-)
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