Customer service update

Customer Service Update

My one-man studio depends on crowdfunding to support our indie artists, authors, editors, and sculptors. 2024 was an ambitious year for Electi. I ran multiple crowdfunding campaigns and created dozens of new products, and now I'm wrapping my head around quicker and more transparent fulfillment and communications. I spent some time creating some new tools to help do that.

New Customer Service System

Our contact Page Hosts an updated customer service form so I can take your inquiries in without the risk of losing them via email. As Electi grows, so does my inbox, and it becomes an increasingly hostile environment to host conversations with the most important people to me: you.

Many of you have received same-day responses and solutions to issues and questions, while others have waited months on questions tied up in logistics partner’s customer service platforms. That’s unacceptable by any measure, so I set out to do something about it. Customer service is now centralized with me and should be a lot smoother going forward.

Screenshot of the Availability Tracker

Reorganizing Fulfillment Teams in the UK, EU and AU.  

As part of my strategy to improve customer service and reduce ship time, I have selected new fulfillment teams in the UK (for UK and EU) and Australia.

We are in the process of completing transfers to these new teams that have already received your existing orders. I am personally ensuring that they are equipped with Hobgoblin and Blasters from my stockpile to fulfill any new and existing orders shortly.

For those of you who have been waiting for a book (Arsenal customers in the UK and EU) I will follow up with anyone who has an unfilled order via email with a Change of Address form. Once those are completed, we will ship your orders.

To keep you informed, without assailing you with emails, I have created a quick availability tracker for our products and campaigns so you can quickly check their status and availability in your region.  

Thanks for your continued support and patience; if you have any questions about these changes or ideas for improving them, I’m open to them!