First, and foremost, I would like to thank you for your continued support and valued feedback. One of the things we have consistently heard is that our support has not been sufficient and we want to assure you that this is not our intent. All of our customers are important to us and it is always our goal to provide you with a positive and successful publishing experience. As Customer Support and Services Manager I would like to personally apologize for the experiences many of you have encountered with untimely responses.
Lulu’s business is growing at a rapid rate. Self-publishing is no longer a novelty and more of you are interested in connecting with someone at Lulu to better understand our business, our site and our policies. Unfortunately the support and services team has not implemented measures quickly enough to meet this demand. We are working to accommodate this growth, and have already taken steps towards rectifying the situation.
In order to better serve you, we are implementing several efforts to improve the customer experience:
We have analyzed our growth data in order to effectively scale our team to support the demands of the Lulu customer base. Lulu is actively seeking the talent that is necessary to support you.
· Customer Relationship Management
We are implementing a new CRM system that will allow us to view our customers at a glance. This will enable us to learn more about each of our customers and allow us to tailor our support based on your needs.
· Customer Messaging
We are in the process of creating a page on our site that will provide you with your rights as a customer of Lulu. This page will be provided by the support and services team to include information about our support policies, order policies, shipping methods and times as well as up-to-date notices about volume and response times.
· Top 10 List and Support Knowledgebase
We are creating a page within Help that will provide you with an up-to-date list of our top 10 inquiries in Customer Support and the resolutions for them. We do realize that this may not help every customer but it will address many of the most frequently asked questions. We are also creating new tutorials to help you navigate the Lulu site and assist with the creation of your projects. Please let us know what you would like to see from us by commenting to this post.
· Feedback-Based Decisions
We value your feedback and realize that, without it, we cannot improve. We have implemented a process that allows us to take your feedback and use it to structure plans for improvement. Please continue to provide honest feedback so that we may continue to evolve into the support organization that you need us to be.
We believe that all of the above will help Lulu’s Customer Support and Services to serve you quickly and accurately. This is an ongoing project, and we will continue to look for new ways to improve your experience with Lulu. We appreciate your business and your patience and apologize for the difficulties you have encountered up to this point. Here’s to the future!