Tag Archives: Customer Support

See You in 2012!

We hope the season finds you well! FontShop’s office will be closed for the remainder of 2011, but our customer support team will be checking in to help with your requests. If you call us, please leave a message if your issue is urgent and someone will get back to you.

In the meantime, snuggle up with some hot cocoa (or ice tea, for our friends in the Southern Hemisphere) and watch for the conclusion of our Typographic Countdown to the New Year or reread our Best Typefaces of 2011 newsletter.

Need a last minute stocking stuffer? Don’t forget the newly released FF Ernestine ProFF Ernestine Offc Pro and FF Ernestine Web Pro versions are priced at an intro rate through December 31. Or get the design geek in your life a ticket to the upcoming TYPO San Francisco Connect coming this April.

We’ll be back on January 2 with loads of new content and some exciting announcements. Thank you for a great 2011!

Theresa’s Tips: Licenses, Your Cart, and Quotes

Before your purchase, pay attention to these three things: Licenses, Your Cart, and Quotes. We will use FF Meta as the example and start with Licenses.

End User License Agreements, EULAs for short, are rules to follow when you want to use a font. You’ll want to keep in mind that you are not purchasing the typeface itself, but a license to use the font software. Because we have 100+ foundries that have their own EULA and you might not want to read every single one, we added a shortcut to a product’s EULA at the bottom of their page.

Your Cart keeps track of the number fonts you’ve added and the subtotal provided is the cost of a basic EULA. The most recent additions to your cart will be shown, up to five, and are linked to the product page. Just hit View Cart to see all the fonts you’ve added.

Quotes are easily obtained once you’ve added the items you need to purchase to the cart. Fonts are licensed in blocks of users, you will have to enter the number of computers that you will need to support, and the cart will automatically calculate your subtotal. The default number of users is the cost of a basic EULA.

If your company is growing, you can always extend your license to support additional computers by contacting us. We’ll also answer any additional questions you may have before your purchase. Whew! That was a lot to cover.

Meet the Fontshopper: Mayene Joins Our Customer Service Team

Earlier this month you met Theresa, who has spent four years assisting customers with support issues. Joining Theresa (and the other new faces at FontShop San Francisco) today is Mayene (pronounced “Mayan”), who will also be working on our Sales & Support team.

Mayene has a hamster named Donut that freaks out a lot, enjoys making oreo truffles and chocolate covered bacon for others (we’re excited to have her here for that alone), and likes board games and video games. Mayene shares a little about joining the FontShop team below:

How did you come into the customer service field?

It goes along with being a graphic designer. You deal with clients on a daily basis, so you have to have some customer service skills. I teach violin too and you have to be there for your students. Finally, as an owner of an Etsy shop, I get a lot of customer requests.

What are you most looking forward to as a FontShop employee?

After college I got really into fonts. As a designer you get a lot of questions about typefaces from friends. Being able to help people with their font needs, professionally, is pretty exciting for me.

What is your favorite typeface at the moment?

At the moment is a good clarification! FF Scala. It’s such a huge family and includes both serif and sans serifs. Pretty classic looking.

Meet the FontShopper: Behind the Customer Support Desk

Ever have a time when you were overwhelmed with the selection on FontShop and required some personal assistance? Needed help with your files? Or just had a question you wanted answered by a human being? Then you may have interacted with Theresa, a member of our Sales & Support team. Theresa has been with us for “Four Fontastic Years!” and shares a little bit of her experience below:

What are the top three questions you get from customers?

  1. What is the difference between OpenType and Pro fonts?
  2. Will OpenType work for both Mac and PC?
  3. How do I install the font?

We actually have a section in our help area that should help people understand about OpenType. As for installation questions, We have some great tutorials that I can help take people through.

What is a memorable time when you’ve really helped a customer?

I receive a phone called once a year from a customer who wants to buy a typeface for his PC with his refund from the IRS. He’s about 70 years old, retired, doesn’t have internet connection, but he used to own a print shop, and wants to make his grandchildren’s wedding invitations. I send him printed customized samples when he needs to see what a font looks like and once he decides on the typeface he’ll give me a call and I’ll place it on a disk to mail out to him.

What are some funny requests that you’ve gotten?

  • Do you have a typeface that looks like its on FIRE? We actually carry styles both on fire and then burnt out after!
  • Do you have a font that will let me type in different colors, like a rainbow? I had to explain to the customer that fonts are vector graphics and do not come in color.
  • I’m looking for a typeface, but I don’t have an image, can I describe it to you and can you tell me what it is? This is sort of like asking like “What’s that movie with that guy?” Unfortunately I’m unable to help these people, but I can try and give them some suggestions based on their project.

What is your current favorite font?

FF More is a new serif family that gives a designer many options because it is so massive – 30 styles! It also works well with FF Good. Both are by  Łukasz Dziedzic who also made FF Clan and FF Pitu. Great work all around.

Want to help customers with their typographical needs? We’re hiring an Entry-level Sales/Support Representative at our office in San Francisco’s SoMa neighborhood.

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