To have… or not to have (phone support)
Posted on February 17, 2010
We’ve gotten some feedback lately that we should have phone support. We thought this might be a good topic for a blog post 
The main reason we have decided against phone support is because we find we answer issues quicker over the ticketing system. With phone support you are limited to talking to a couple people who may or may not understand your issue. With the ticketing system we have our programmers (including me) joining in to answer questions that are more complex or require extensive testing. We feel this is important because with a web based company almost all questions/problems require testing on our end to re-create the issue and then figure out why it is happening. Instead of wasting your time putting you on hold over and over again we want you to feel comfortable submitting your problem/question to us and resting assured we are working on it and will let you know when it is resolved. The tickets we receive can range from a quick 5 minute answer to a complex full day of testing to re-create and troubleshoot.
The second reason we don’t offer phone support is because of the cost. Right now we have our costs streamlined by keeping overhead down which allows us to pass on the savings to you. This is how we can keep our prices so low. If we offered phone support it would require us to increase prices to cover additional team members trained in phone support. Trust me- I am as awkward as it comes on the phone, you don’t want to talk to me 
That being said our goal from the beginning was to offer a product and service unmatched that truly shows our clients how much we appreciate their business. We never want our clients to feel we are unreachable. We do call clients if there are any billing questions since that is usually very sensitive information. We are willing to add phone support if it is something that our clients would like, and change our pricing appropriately.
So, now for the fun part We have created a poll to see if this is something our clients would like added to their service. Please feel free to leave your feedback and vote!
thanks!
Jen =)
Filed Under Everything under the Sun | 13 Comments
Happy Valentine’s Day!
Posted on February 12, 2010
We hope you go out and do something fun this Valentine’s Day. Russ is taking me to my favorite restaurant The Melting Pot tonight. We wanted to share the love with a few coupon:
$5 off new service or extra template/switch – VDAY5
$25 off an owned license template – VDAY25
We also wanted to wish Don, our programmer, HAPPY BIRTHDAY! It was his birthday earlier this week. If he answers a ticket for you feel free to wish him a happy birthday
have a wonderful weekend!
Jen =)
Filed Under Everything under the Sun | 6 Comments
EW Couture Freebies
Posted on February 10, 2010
We are lucky enough to know a VERY talented designer, Elena Wilkens. We will actually be building out one of her designs for a new template after WPPI You can checkout her blog at http://www.elenawilkenblog.com/
Elena, being the super cool person she is, wanted to offer ya’ll some freebies!
Check out her set of bookmarks, you can download them here . I know you’ll just love these!
Check out her website at http://www.ewcouture.com/ - be sure to sign up for her email list to receive future info and freebies
Thanks Elena, you rock!
Filed Under Everything under the Sun | 7 Comments
WPPI
Posted on February 5, 2010
Are you planning on going to WPPI but haven’t gotten your registraton for the convention yet? If so it is your lucky day Be the first to comment “I’m visiting Portfoliositez at WPPI!” and receive a full registration free This registration is good for only 1 person (no bringing a guest free) and does NOT include Plus or Masterclasses. It is a $399 value for non members.
I also wanted to let everyone know that Jamie’s surgery went well - thank you for all the well wishes. She should be back the week after next.
Filed Under Everything under the Sun | 5 Comments
Company News
Posted on February 4, 2010
Hi All!
It has been a real busy couple of weeks – so much going on at Portfoliositez
NE W TEMPLATES:
First off we just wanted to let you know we are working on a couple different templates we are hoping to showcase at WPPI in about 4 weeks. Don, our other programmer, is working on his first template. I will be working on another template as well that we are planning on being done by WPPI
NEW TEAM MEMBERS:
We are trying hard to stay ahead of the curve as far as support and keeping the company running smoothly goes so we have hired two new team members. Morgan has joined us in customer service and Stephanie has joined us in billing. They are both working hard to learn the ins and outs of our company. If you get an email from Stephanie or a ticket response from Morgan feel free to welcome them
JAMIE WILL BE GONE FROM FEBRUARY 4th – FEBRUARY 15th
Jamie has to go in for a medical surgery today (the 4th) and will be out for recovery until the 15th. We wish her a safe surgery and a speedy recovery. As you may know Jamie is our operations manager and in charge of keeping this company running. Stephanie will be stepping in to help cover some of Jamie’s tasks, and I will be covering the others. During this time we ask for some understanding if the response times for billing inquiries take a little longer – Jamie has made an art out of running this company so it may be hard to keep up with the response times she provides We will try our best and whatever we come across that requires Jamie’s attention she will look at when she returns.
Hope everyone is having a fabulous week!
Jen =)
Filed Under Everything under the Sun | 4 Comments