How To Use Customer Support & Our Online Community Part 2

Back in November, I wrote part one in this series. My objective in writing these posts is to help users better understand the Customer Service process, the Community tools available to you, and how to get the most out of both. In part one, I highlighted creating a case with Customer Service. In part two, I would like to cover some of best ways to use our Knowledge Base.

With hundreds of articles on almost every aspect of Lulu from helping new users to after you publish using our Knowledge Base can be daunting to say the least. There are at least two ways to approach it, by searching or browsing. I will discuss both options as well as suggesting a few tips & tricks for using them to find your answers.

Searching

Typically, I recommend searching our database to find the information you’re looking for. It’s probably the quickest way to find what you’re looking for. That said, you want to make sure you are finding the right information.

For example, if I am trying to find out how long I should expect the Mail shipping option to take, what should I enter into the search box? To begin with, I went to the Support home page, and entered “Mail Shipping Option” into the text box. This returned 155 Knowledge Base Articles, 729 Questions, 1029 Discussions, and 59 Ideas. A lot to go through.

Luckily, our search shows the top five results for each category, so all I have to do is look at Articles and try to find the one that matches what I’m looking for. The first option is “Shipping To Prisons” which isn’t exactly what I want. The second option though, “Shipping Times and Options” is exactly what I want.

In short, to get the most out of searching, you want to make sure you choose search terms that most accurately reflect the topic you’re looking for, and focus on the results that are most likely to give you the response you want. It may take a little trial and error, but you should get there.

Browsing

The second method for locating a particular article is browsing. This method is most effective if you know the general stage of publishing you are in, but you aren’t sure exactly what you need to know. Using the same example as above, I will demonstrate how to find the same article by browsing.

To begin, you’ll want to click on the Knowledge Base link from the Support page. From there, you should see a list of categories for articles. By reviewing the descriptions of the categories, I can narrow down what I’m looking for. While none of the categories themselves are titled “Shipping” the category Shopping on Lulu is described as “Learn how to browse, buy, download, or ship on Lulu”. That sounds about right!

Inside this category, I see a new category for “Shipping FAQ“. I’m clearly on the right track. Clicking into that category takes me to a list of articles, and the first one is Shipping Times and Options. Success!

Summary

  • Get a good idea of what you’re searching or browsing for before you begin looking
  • Try to use as accurate phrasing as you can
  • Don’t be afraid to browse around for the right answer
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7 Comments

  1. Barbara Blanks

    Hi Nick, I cannot sign into my account. I have not been able to sign in for TWO WEEKS now. I keeps getting a message TSocket: Could not read 4 bytes from identity.dur.lulu.com:9003. I also can’t get help through Connect or Live Help because apparently you can gain access to those Only if you can sign into your account, which I CAN’T do. It also does no good to try to reset my password because it just takes me back to the register page, and of course, when I tried to re-register, Lulu said my email address was already registered. Of COURSE it is, but I still can’t sign into my account. I got a message sent through a friend’s account, but I haven’t heard SQUAT from lulu nor have I received any help. PLEASE help me get my account back.

  2. Hello I have the exact same issue as Barbara Blanks commented on, and need some help as well getting into my account. It’s quite urgent as I need to change my address for my payments to be sent to.

  3. Jenn Yarborough

    I’m having the same problem today, is there a phone # for lulu????

  4. Morgan

    Barbara – has this been resolved for you yet? If not, I will work to get it addressed by our support team as quickly as possible.

  5. Morgan

    Jenn – We don’t offer phone support, but we definitely want to help you out. This link will take you to our customer support page. From there, you will be able to e-mail or live chat with our team. If you have forgotten your password and can’t log in for that reason, please let me know. Thanks! http://lulu.com/support

  6. Cynthia Lassiter

    I registered a few days ago and have not been able to log back in since. What is going on and how can I get back on to do my work? Resetting the password just takes me to a blank screen.

  7. Morgan, Lulu

    @Cynthia – Hi Cynthia, I apologize for the inconvenience. I have asked someone from our support team to reach out to you at the email address that you used to comment here. Thanks.

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