On MyFonts.com, visitors who indicate they have complex font licensing needs are provided one-on-one support to improve their experience, and increase conversion rate and order size.
Why do we have this?
All MyFonts customers are surveyed regularly and most love MyFonts. However, customers placing large and complex orders often give feedback that they expect more support. In response to this, we started this program to improve the customer experience. Additionally, it allows us to move customers to Enterprise pricing where appropriate. This not only helps the customer by addressing more of their type needs, it also benefits you, our foundry partner, by helping increase order sizes.
Can you give me an example?
When a customer selects licensing options that total more than $10,000, they are directed to speak directly with a salesperson through a chat tool. For many customers, this will be an account rep for their specific company, who is familiar with their company’s existing needs and understands the challenges they face. The chat conversation often evolves to phone calls and in-person meetings based on what the customer needs.
We also offer optional support for customers with larger carts. Users with carts over $500 will see an optional chat window that appears at the bottom of their screen which connects them with a customer support agent. Users with carts over $3,000 also see this optional chat window, however instead of being connected with a customer support representative, they are connected with a salesperson. Customers can simply dismiss these chats if they do not need them.
What fonts are included?
All fonts are included where we have the appropriate rights; any foundry who has signed a Monotype Font Distribution Agreement is included in this program.
Does MyFonts ever steer customers considering a large order from a foundry partner to a Monotype font instead?
No, our salespeople do not try to substitute Monotype fonts when a large order is placed. We work closely with our customers to determine their specific needs and when they have a specific font in mind, we help guide them through the process of addressing the full breadth of their needs.
How long has it been in place?
The program was launched in April 2018.