Articles tagged "support"

Top 10 Reasons Your eBook Was Rejected

How many of you have tried to publish an eBook and submit it for distribution? If you have, you may have noticed a few hurdles along the way. Lulu’s here to help. We want to help you get your eBook published and distributed so that you can share it with the world.

We have created a comprehensive explanation of the top 10 reasons why your eBook was rejected and posted it in our Connect Forum.

There is more information in the Connect Forum post to explain each of these, but here are the top 10 Reasons in case any of these look familiar to you:

  1. Headings improperly ordered
  2. Styles, NCX are missing
  3. Title link/entry improperly styled
  4. Improper capitalization
  5. Metadata mismatch
  6. Incomplete metadata
  7. Poor image or cover image quality
  8. URL/email on cover or description
  9. Title/author name unnecessarily duplicated on your cover
  10. Page numbers on the Table of Contents page

And, since we fully understand that most people don’t speak our eBook jargon, the post also defines and explains:

  1. What is an NCX?
  2. What are headings?
  3. What is metadata?

Lulu Support and Connect Update

As many of you are aware, a couple weeks back we launched a new forum and knowledge base platform, Lithium. Since then, we have been monitoring the feedback from our users, and thus far the new platform has been received quite positively. In fact, we’ve even seen some of our longtime customers return to the forums that we haven’t heard from in quite sometime – praising the new system.

We also launched Lithium with the objective of creating a clear distinction between “Support” and “Connect“. Our intention is to have the Support page be the home for issues requiring direct Lulu team member involvement, while Connect is meant to be focused on “self-service” support with our knowledge base and community of fellow users. We have reinforced that distinction consistently within Connect, and we have our users helping to reinforce it with newer customers. In the past week, we have seen over 500 posts made to the new boards, and we continue to receive positive feedback on the changes we have implemented.

Over the coming weeks, we will continue to solicit feedback from our users, and we’ll be setting up polls to help gather that data. Please check the Connect home page to see the active polls on the right-hand side. We’ll also be looking at ways to increase activity and engagement, and we welcome any suggestions you may have.

Congratulations to the Project Team and all who supported the efforts in getting Lithium launched and off to an incredibly successful first couple weeks.

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!

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

How To Use Customer Support & Our Online Community Part 1

How many of us have run into a problem we couldn’t solve? Perhaps it was an unexpected error message, an order that takes too long to arrive, or a question about how to format your book. Regardless, most of us (and yes, I include myself in this) have run into an issue while publishing our projects because as easy as Lulu makes the process, writing and publishing a book is still involves a lot of error checking, revisions, and proofing. I have the advantage of being able to walk over to someone’s desk and ask for help, but obviously not everyone else does. So, what do you do? This is part one of a series on how to get the most out of our customer service.

Creating A Case With Customer Service
This is the easiest and most effective way to get help with an issue that is specific to you. Maybe it’s an issue with your order, or a question about your ISBN or Distribution package. Whatever it is, you need help and you need to talk to someone who works at Lulu.

Step One: it’s pretty obvious, but it bears repeating. Contact Customer Support. You should see the link under the Support tab on the right-hand side of the page.

Step Two: Select the area most appropriate to your issue. If it’s an issue with your order, select My Order, or if it’s about your ISBN/Distribution select that. If you aren’t sure, choose the one closest to what you’re looking for, or select Lulu Website.

Step Three: The more information you can give us, the better. Some of the fields will be required based on which option you chose. For example, email address, order number, “What’s the problem,” and “Describe the problem” are required for My Order. If you have an Existing Ticket id, please provide it. The order status, item id and item name aren’t necessary, but they can help and it’s better for us to have that information than to need to ask you for it or look it up.

Step Four: It can take up to 2 days for us to respond. In the meantime, please respond to the automated email you will be sent with pictures or other information relevant to the case as soon as you can. As previously mentioned the more we have up front from you, the faster we will be able to resolve your issue.

Step Five: Be patient with us. I know this is the hardest step, but we are going to do our best to help you make your work as remarkable as you envision it to be and as polished as it deserves.

We strive to support you as much as we can, and we appreciate your help and patience while we do that. I will post more advice on how to get the most out of our online support and community in upcoming articles. And as always, you can get a look at your support options, like LiveChat, on our customer service page.