Articles tagged "service"

Lulu Launches New Connect and Support Pages for Improved Help

At Lulu, we succeed when you do. That’s why we look to our community to help us grow, adapt and get better. Always. Today Lulu launched an all new area to the Lulu.com site, Connect! The Connect section is our new forum, knowledge base and idea exchange area, and replaces our previous system. We’re quite excited about the improvements this update is offering, including enhanced navigation, speed, and an improved content structure.

The New Connect page

Additionally, it is a launching point for our newly revised Support page. We are striving for ease and speed in getting you the type of help you need, and the Support page is focused on emailing or chatting live with the Lulu customer service team. The link for Support is presented in the upper right-hand corner of every page, which will help you access important tools and resources you may need to reference. Our customer service team is dedicated to responding to you with the best solutions for your needs — whether you’re here to make or find something remarkable.

Screenshot of the new Support page

The New Support Page

While launching Connect and our Support page, we want to clearly distinguish between the functions of the areas served. Connect is designed to be your home for interacting with other Lulu customers, browsing our knowledge base, and sharing new ideas. It’s a self-service option that also hosts our community and will help you find great solutions. In the past, the forums have served as a place to post to get assistance from Lulu team members, as well as fellow customers. Moving forward Connect and Support will be separated so you can more easily get the help you need. That said, this doesn’t mean you can’t ask for help there, or that I’m going anywhere.

Connect continues to be the home of our community, and Lulu team members will still be present there, but it’s not the place to resolve specific cases. The focus moving forward for Connect is one of collaboration, building resources for our customers and helping our product team understand your needs. Feel free to browse our comprehensive knowledge base for answers to your questions about Lulu, join the conversation, or start one of your own, to share ideas, ask questions, make friends, and learn something new.

When it comes to issues that need a team member response to a technical matter or quality concern, we encourage you to use the options available to you on Support. Our team of Lulu Specialists can instantly see your customer history and will work to get you the best solutions.

At Lulu, we’re committed to giving you a more enriched experience. Currently, our customer service team has an 81% customer satisfaction rate, and we are improving on that every week. You’re definitely in good hands! Now get out there and Connect with other Lulu customers!

Update on the "Ask. Answer. Win." Contest

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Hello everyone!  I just wanted to give a quick recap of our Ask. Answer. Win. contest.


It’s going great.  We’ve gained a number of new contributors eager to join the conversation. And we’ve had fun rewarding those with a strong presence in our online community.

Our winners for most active posters have been:

Belinda D’ Alessandro

Keith Dixon

Valerie J Long

Tammys_books

Ron Miller

Julie Ann Dawson

veinglory

theresa_moore

john_jenatcomcastdotnet

Ken Anderson

Mad Dog Wilson

GiuseppeFurnari

holesinthehills

Jean-Charles
tony_hawken

Win a Prize for Contributing to Our Knowledge-Base

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We see success every day in the vibrant community of authors, artists, and creators that has gathered around Lulu.  Creators come together on our Facebook page, Twitter feed and blog to give advice and cheer on each other as they realize their dreams and ambitions.

We’re particularly excited by the strong response to our improved — and expanding — knowledge base. In the past seven weeks, more than 6,000 items have been added in six different languages and thousands of customers have used our tools to check out popular articles, add to the community discussion, and recommend ideas.

Just the other day I saw how author Keith Dixon helped a new author decide what her best print options would be for the project she has in mind.  It’s great to see that kind of support and encouragement from one passionate creator to another.

And we want to reward it.

From now through April 23rd, we will give away daily prizes to knowledge base users with the most posts, highest ranked posts, best questions, and best answers.  Daily winners will receive a coveted Lulu hat (you should see how fast these things go at conferences) and bragging rights.  Once a week, we’ll randomly select a winner for a grand prize ranging from an iPod Nano to a Book Lover’s Bonanza Service Pack (a $1,895 value), one of our newest service offerings.

We truly appreciate the Lulu community and all the ways you help us grow, adapt, and improve.  So join the conversation, or start one of your own.  Check out our knowledge base to share ideas, ask questions, make friends, and learn something new while inspiring creativity in your fellow creators.