Getting the Most Out of Textbroker Author Services
Hello, Marianne from Author Services here! If you’ve emailed Author Services (AS) recently, there’s a good chance that I corresponded with you. Answering author emails is, of course, always a pleasure, but some are definitely easier than others.
Hello, Marianne from Author Services here! If you’ve emailed Author Services (AS) recently, there’s a good chance that I corresponded with you. Answering author emails is, of course, always a pleasure, but some are definitely easier than others. If you were wondering how to get paid for your hard work, BAM! I have an answer for that. You’d like to know the best ways to try to get your star level up, BOOM! I have a few suggestions for you. Other questions, however, may take a little more time or require a little more research, but you needn’t fear. All of us in Author Services try our best to answer your questions and address your concerns in the timeliest manner possible. Still, there are a few ways you, our lovely and brilliant authors, can help us help you better.
When we get an email from an author, we normally use the email address from the message we received to search for that author’s account in our system. Sometimes, however, the email address we used to search isn’t registered with us at all. This prompts us to either A) search by name, if any, listed in the email or B) reply to the author asking what their account email address is. While it doesn’t sound like much, by using the email address that is connected to your Textbroker account, we are able to solve your problem or answer your question that much faster and easier. Especially if your question is urgent and/or time-sensitive, cutting down the email chain expedites the process immensely. If all else fails and you simply cannot email us from your account address, please make sure you include your Author ID number or nickname in the message. It’s only six numbers and makes a world of difference.
Not only will your Author ID help us find your account, but there are other bits of information you can give us off the bat that will allow us to answer your question even faster and more accurately. For example, you’re having trouble with a particular order or client. When sending us your first email about the issue, be sure to include the Client ID number or the Order ID number. The title of the article is good to have and is definitely helpful, but the meat and potatoes of useful information for us at AS is those numbers, and to top off that delicious meal, be sure to include a clear description of the problem. This may seem to be a given, but when a deadline is pending or something crazy is going on with your HTML, telling us what ails you may come second to the “OMG what just happened please help” chaos of the moment.
For authors who do work for managed clients, things are a little different when something needs clarification. When writing orders for managed clients, there should be an email address in the order instructions for you to use when direct contact is needed. Your question will be answered as soon as possible, especially if you provide all the important information I mentioned earlier. AS will be more than happy to help you, of course, but it may take a bit of extra time to best answer your question.
Social networking has become so incredibly integrated in daily life; I honestly do not know what I would do without Twitter. I check it when I wake up and make sure I say good night to my Twitter friends before I go to sleep. When companies are being awesome, or not so awesome, I let them know. Customer service via Twitter and Facebook has made leaps and bounds in the last few years. I’ve gotten quite a few responses from corporate Twitter accounts when I’ve had questions or complaints about their company. Textbroker is no exception.
Textbroker has both a Twitter account (@TextbrokerUS) and a Facebook page (https://www.facebook.com/textbroker.usa), and I monitor their activity and responds to questions and comments. If you’re like me, you’d rather post a question on Facebook or send a succinctly written tweet if you have a question about anything. Because privacy is one of Textbroker’s highest priorities, questions about your individual account, including things like ratings, clients, etc. will not be answered via our social networking outlets. Your question or concern will be responded to with a message asking you to please email Author Services. As one of our last blog posts discussed, to interact is to be human. Feel free to talk to us or each other on Facebook or Twitter, but for more personal or time-sensitive questions, it is best to come to us directly via email or telephone.
Phone Calls and Faxes
Despite writing for an Internet company, some authors aren’t really “email people.” I get it. Phone calls can sometimes convey information and explanations more quickly and more efficiently than email. If the matter is urgent and your email wasn’t responded to right away, a phone call can be your best bet. Between 9 AM and 8 PM Pacific time Monday through Thursday, there is usually someone from AS in the office available to help you. On Fridays, we’re here until 5 PM Pacific. If disaster strikes after office hours, your best bet is to email us, especially on the weekends. Why? When we leave the office, our sister office in Germany has access to our inbox and can help those desperate emails at 2:30 AM. If only the phone will do and you simply must call our office in the middle of the night, make sure you leave us a clear message including your name, author ID and the problem.
Before I go, I have one more little tip to make AS’s lives even better. When beginning your adventure with Textbroker, all new authors are asked for a copy of their ID. This is just to make sure you are who you say you are and to verify your age and US citizenship. Copies or scans of IDs can be faxed, emailed, or mailed to us. When faxing the copy of your ID to us, please make sure you write your name, email address or your author ID number on the page you are sending. I can’t tell you how many times I have not been able to read a fax and couldn’t tell that person that I couldn’t read their fax. That small extra step saves me from feeling bad and you from feeling overlooked, which is never our intention.
As a representative for AS, I hope these suggestions and behind-the-scenes insights have helped you. We here in Author Services try our best to assist authors with any and all aspects of their Textbroker experience. Our company strives to always give people the best content on whatever subject they need, which you, our fantastic, successful authors, help us achieve every single day. Thank you, and talk to you later!