First and foremost, I would like to thank you for your continued support and your wise comments. One of the things we’ve heard all the time is that our support has not been enough and we want to make sure that is not our intention. All our clients are important to us and our goal is always to provide you with a positive and successful publishing experience. As a Customer Support and Services Manager, I would like to apologize for the experiences that many of you have encountered with late responses.
Lulu is growing rapidly. Self-publishing is no longer a novelty and more of you are looking to contact someone from Lulu to better understand our work, our site and our principles. Unfortunately, the support and service team did not take steps fast enough to meet this demand. We are working to support this growth, and we have already made steps towards rectifying the situation.
In order to better serve you, we are putting in place several measures to improve the customer experience.
We analyzed our growth data in order to effectively size our team and respond to customer requests. Lulu is actively looking for the talent to help you.
Customer Relationship Management
We are experimenting with a new CRM system that will allow us to see our customer queries at a glance. This will allow us to know more about each of our customers and also to carve a customer support to the measure of our needs
Messages to Customers
We are creating a page on our site that will explain your rights as a Lulu customer. This page will be nurtured by the support and service team to include information about our help policies, ordering policies, shipping methods and deadlines, and up-to-date information about volumes and response times.
Top 10 List and Knowledge Base of Help
We are creating a help page that will provide you with an up-to-date list of the top 10 Customer Support Top 10 requests and their resolution. We realize that this may not help all customers but it will answer the most common questions We also create new tutorials to help you navigate the Lulu website and help you in the creation of your projects. Thank you for letting us know what you would like to see from us by commenting on this post.
Decisions Based on Your Feedback
We appreciate your comments and we are aware of it, without it we can not improve things. We have implemented a process that allows us to take your feedback and use it in our structural improvement plans. Thank you for continuing to provide us with honest feedback so that we can continue to develop the organization of the help you expect from us.
We believe that all this will help Lulu Customer Support and Services to serve you quickly and efficiently. This is a long-term project, and we will continue to look for new ways to enhance your Lulu experience. We appreciate your work and your patience and we apologize for the difficulties you have encountered so far. So much for the future!
Karine est à la tête du service clientèle Lulu. En plus de cette responsabilité, elle co-maintient le blog Lulu. En son temps libre, elle est une lectrice avide en français et en anglais.