Click 2 Call

In an ongoing effort to improve customer service, Kobo has introduced the next phase of its customer contact strategy, Click 2 Call.

Customers can use Click 2 Call ih three easy steps:

1. Visit Kobo.com/help [5], and click the link “Contact Customer Care.”
2. Fill out the web form [6] with their contact information and a description of the issue.
3. Click “Phone” for a “Click 2 Call” box to open that will ask customers to provide a telephone number where they can be reached, and the call will be immediately queued with the next available representative. Chat and e-mail options are also available; each option is flagged with an estimated wait time.

Kobo’s customer experience will improve by:

• Reducing call times:  The agent will have all of the customer’s information on hand and will not need to spend valuable time collecting it.
• Reducing hold time: The agent will be able to investigate and troubleshoot the issue prior to calling the customer.
• Convenience: The customer will be contacted with a solution to his or her problem.

Stores that have a Kobo phone number listed on their sites are asked to remove it as soon as possible and to replace it with: kobo.com/help [5]. Changes will automatically be pushed to IndieCommerce help pages within 24 hours.

eMagazine Revenue Begins Next Week 

Beginning April 1, participating Kobo stores will receive a percentage of sales generated by magazine purchases.

Affiliated eMagazine sales will result in a 30 percent share of net profits from individual and bulk eMagazines sales.

Kobo is currently offering a free two-week trial subscription on any magazine, an opportunity to introduce customers to the new product.

DIY materials are now available in the Designs and Downloads section of BookWeb.org [7]. Instructions for linking banner ads and including affiliate tracking are available in the March 26 edition of Kobo News & Updates [8].

Reminder: Content and Device Promotions

Two content promotions begin this Friday, March 28, and last through Monday, March 31:

• Take up to 70% Off Select eBooks
• 30% Off Promo Code: One-time use code for 30 percent off select eBooks.

Details and links are available in the March 26 edition of Kobo News & Updates [8].

As an added bonus to the Kobo Kids Promotion, ABA member stores can offer customers $20 off the Kobo Arc 7HD.

The current device prices are as follows:

• Arc 7HD 16GB: $179.99
• Arc 7HD 32GB: $229.99

The sale price will be active through April 17, 2014, and quantities should be reported no later than April 30, 2014.

A link to report sales will be available in the Kobo Reporting Tool at the close of the promotion.  

Full instructions are available here [9].