Archive: Customer Love
Did you know you were supposed to move the clocks ahead ('spring ahead!') this weekend? Or did you make it through all of Monday without even knowing you are an hour off from everyone around you? Maybe you don't live where daylight savings is observed and you think the rest of us are a bit odd for changing time.
No matter - it is important to know, though, that it is less than 1/2 hour until midnight EST, and another $1K Tuesday!
Are you ready to get paid $50 or $500 for one post? We offer 10 Opp's for $50 each, and 1 Opp for $500 during the hours of 12:01 a.m. through 11:59 p.m. during $1K Tuesday! We have several advertisers who already pay $50 or more for one post, but our Posties tell us it can be difficult to grab those Opp's. The recent changes to pagerank made it even more challenging. So these posts for $1K Tuesday will be open to everyone. Check out the details on the last $1K Tuesday post.
Have a great Tuesday - we'll do our best to make you part of this $1K Tuesday!
Hey IZEA Peeps! Sorry we skipped the Tip of the Week last week (if you must to know - it was my bad!) But to make up for it, I hope I can offer some great info regarding our new Customer Support portal.
Late last year, we introduced a new kind of support portal for our customers. As a customer, you don't need to do anything differently to reach us. Simply click any Contact Support link after logging into your account if you are a registered user. If you're not yet registered, you can use any of the Contact Support links throughout the site. This takes you to the new support portal in a new window, without losing your place in your PayPerPost account! (that's improvement #1!)
Once in the support portal, here is what you will see:
This offers you many options for self service, delivering immediate information and answers. We are updating the information here regularly so even if it's just been a week since your last visit, be sure to check our current info.
First, there's the Glossary. In the glossary, you will find terms that relate to general online marketing and blogging as well terms that are specific to the IZEA process. Having a tough time deciding which categories best fit your blog or opportunity? Check out our Blog Categories in the Glossary.
Next up is the Knowledge Base, where you can peruse our FAQ's or search for your topic, using the Troubleshooter link. We have separated the information items into different listings, based on the type of IZEA customer - PPP Advertiser, PPP Blogger, IZEARanks, etc. However, you will notice even when you log in as a PPP Blogger, you will still be able to see quite a few FAQ's in the PPP Advertiser section, and vice versa. We will continuously strive to remain up to date and timely, and the Customer Love team is great at identifying trends in customer issues. If it's not in the FAQ's yet, but we have an increasing number of folks with the same question, it's an easy add.
Sometimes it can be tough to find the answer you're looking for by simply sifting through FAQ's. We appreciate not everyone has time to do that. So you can simply do a search of our Knowledge Base. Either click on the Troubleshooter link in the Knowledge Base, or choose Submit a Ticket as search is one of the steps in submitting a ticket. All you need to do is enter a key word or phrase in the related section, and any matching topics will pop up. Want to see more details of one of them? Click 'See Complete Answer'.
Finally, if you cannot find the information you need, Customer Love folks are thrilled to help you out! Click on Submit a Ticket, if you haven't already. Here's why it is so important that you log into your account before clicking on Contact Support if you are a registered user: Some of your account information is auto-populated into our system when you are already logged in. This saves us time in beginning research, and will help get you an answer more quickly. Please also remember to add as many details as possible, especially when submitting a ticket about a specific page on the site, link or opportunity, prior communication, any system issues. Once again, this saves us some time-consuming guess work, and helps ensure we give you not only a faster answer but an accurate & useful one!
One of the aspects we loved the most when selecting the right new tool is that it allows YOU to rate US! Yep, that's right! We strongly encourage you to use the rating system of 5 stars (1 being lowest, 5 being best) when reading through the information we've provided in FAQ's or the Glossary (you'll find the stars toward the bottom of the information item). Have some extra time? Feel free to read up on several topics and rate them. We've already done one round of updates to the FAQ's and info based on the ratings received. Anything with low ratings was reconsidered and reworked, in most cases adding more detail. For example, the FAQ of 'How do I know if my blog qualifies?' was changed to offer more details.
On the Customer Love side of this new tool, we can more readily access your history of communication with IZEA. Please understand, you may see some 'canned' responses as part of your ticket answers, but don't take that personally! The entire Customer Love team put a lot of time into creating just the right answers to fit common questions We focus on remaining personable, even in our canned responses. Nobody likes receiving an incomplete automated response - and our standards are higher than that. So when the 'canned' response doesn't address your full question, you can be sure to also expect details specific to your situation.
Have a request for specific information to be added to the Knowledge Base? Find any incorrect info out there? Feel free to let us know by Submitting Feedback with your suggestions.
Look for more options and features from this support portal in the coming months. As you might imagine, we are adding information and preparing for SocialSpark. After release, we can dedicate even more time to updates, improvements, corrections, & regular maintenance.
Hey Posties!!
Long time, no posting (for me, that is - but I'm back!). I've been working behind the scenes to help get the new ticketing system up and running, and then working with folks here to optimize it for all of our customers. You can expect some helpful tips on using that ticketing system coming up on the blog, too!
For now, I wanted to let you know that we will be adding Topics to the tickets this week. So when you begin a ticket, you will be asked to select a Topic from the drop down we're now finalizing. This will help route your tix even faster, finding their way to the appropriate people with all the right info!
We've put lots of work into Ticketing so far, and expect to keep improving it for you. Watch for those Topics!
Attention Posties attending PostieCon and BlogWorld. The "PostieCon Final Update" email communication has gone out to all confirmed attendees. Please check your email for this important notice. Anyone receiving this email is a confirmed PostieCon attendee, and should have already received their BlogWorld registration code.
If you feel you confirmed your registration but did not receive the Final Update email or did not get your BlogWorld code, please contact Britt at britt [at] izea [dot] com to check on your registration status.
As it relates to BlogWorld, it's important to note that only those individuals with confirmed PostieCon registrations have or will receive the access code necessary to register for a complimentary BlogWorld pass. If you would like to confirm your registration for PostieCon and receive a complimentary pass to BlogWorld, you must contact Britt immediately at britt [at] izea [dot] com.
There are only a limited number of BlogWorld passes left, so it's first-come-first-serve. Only one complimentary BlogWorld pass per confirmed PostieCon attendee will be issued.
It's getting close. Everyone at IZEA is excited to meet our users and celebrate the past year's accomplishments.
Our fantastic growth over the last few months, and even over the last year has meant we need more help in Customer Love, as many of you have noticed. Well, help is here, and more is on the way!! We're welcoming 6 new folks who will be working on post reviews, starting this week! Even more will begin reviews next week :)
Thanks so much to you, our fabulous customers, who have been incredibly patient during our remarkable growth! It is due to you that we even have this need for more folks. We like people - we like that you've created the need for us to work with more people. And this means more folks to meet you, too! We certainly do brag about our awesome customers, and what better way to prove we have reason to brag than to show our new peeps first hand what kind of customers we have??
What does this mean?? As they grab more and more reviews, you'll soon see an overall shortened review time. We know you've been waiting for it!! We are happy to report it is on the way!!
It may also mean you could see a rejection note that you are not familiar with. We know how you've all come to know and love our long-term CL folks! If you happen to see a new rejection that you have questions about, remember to send us a ticket. It is incredibly helpful if you add the following to that ticket: the post in question, the note you received, and your question. This makes ticket research time much faster, and helps us circle back to the reviewer if needed.
Again - thanks so much for your patience in the past few months.
Thanks to all the CL folks who took the time out of their own busy, busy schedules to train our new Reviewers. And WELCOME to the reinforcements!!
We look forward to soon adding more resources to the review process to continue to improve!
Hi Posties,
We recently lost our weekend payout folks to other commitments. I am terribly sorry for the delay this past weekend in payouts, but we will be caught up by today. Moving forward, we'll remain on track with payouts. Thanks for your patience, and I am very sorry for even the briefest of delays on payouts!
Hi Posties!!
Are you ready for $1K Tuesday? Between noon today and noon tomorrow, we will be releasing 11 Opp's worth a total of $1K. No segmentation on these! What? That's right - they are open to any blogger with a blog approved for the Marketplace. Let the $1K begin!!
Even though you missed out on $1K Tuesday, you may still be able to grab a $50 or $150 Opp now through noon tomorrow. Why?! Because it is WorldWide Wednesday!! Don't tell me you forgot? No way!! Well, let me remind you!
WorldWide Wednesday has been following $1K Tuesdays for a few weeks now. It is our way at PayPerPost to show appreciation to our Posties around the globe. When we released segmentation by location, some folks were concerned all the Opp's would be going to U.S. only bloggers. Well, we've seen that's not the case - while some advertisers do segment to U.S. bloggers due to product or event limitations, many, many Opp's are still sent out to bloggers worldwide. For WorldWide Wednesday, we want to share more love with our non-U.S. posties, too.
On WorldWide Wednesdays we've been releasing 3 Opportunities to non-U.S. posties. Those Opp's include 2 $50.00 Opp's, and the big $150.00 Opp. They can be (and maybe one has been . . . ) released any time between noon on Wednesday and noon on Thursday. Well, gotta get back to it, I have some WorldWide Wednesday work to do!
Hey Posties,
It is Tuesday so that means it is $1K Tuesday!!! Starting at noon today, going through noon tomorrow, we will be releasing 11 Opps worth a total of $1,000 in offer amounts to Posties! These Opp's will not be segmented, but open to everyone!!
We usually have a preplanned idea of when we'll be releasing the Opps, but not this week. Hmmm . . . when will they go out - we're still guessing ourselves so good luck!!
Also - just a reminder, if you grab a $1K Tuesday Opp, you'll be automatically benched for 30 days from any other promotional PPP Opps (ie: $1K Tuesdays & Worldwide Wednesdays). You'll still see any other PPP Opps that are started.
Looking forward to your posts!!
Hey Posties! $1K Tuesday went great - got some good posts submitted. For the non-U.S. Posties, it continues. We are 1/2 way through Worldwide Wednesday, and there are more Opp's to go! Keep watching for 'em!
