On MyFonts.com, visitors who indicate they have complex font licensing needs are offered one-on-one support to improve their experience and increase conversion rates and order size.
Why do we offer proactive customer support?
All MyFonts customers are surveyed regularly, and most report a positive experience. However, customers placing large or complex orders often expect additional guidance and support. In response, this program was created to better serve those needs.
Proactive support helps customers navigate complex licensing decisions and, where appropriate, transition to Enterprise pricing. This benefits customers by addressing a broader range of their type needs and benefits foundry partners by supporting larger and more complete orders.
How does this work in practice?
When a customer selects licensing options that total more than $10,000, they are prompted to speak directly with a salesperson through a chat tool. In many cases, this is an account representative who is already familiar with the customer’s organization and licensing requirements. These conversations may continue through phone calls or in-person meetings, depending on the customer’s needs.
Additional support is also available for customers with smaller but still significant carts:
- Customers with carts over $500 will see an optional chat window connecting them with a customer support agent.
- Customers with carts over $3,000 will see an optional chat window that connects them directly with a salesperson.
Customers can dismiss these chat prompts at any time if they do not need assistance.
What fonts are included in this program?
All fonts are included where Monotype has the appropriate rights. Any foundry that has signed a Monotype Font Distribution Agreement is part of this program.
Do sales teams ever steer customers toward Monotype-owned fonts?
No. Sales representatives do not substitute Monotype-owned fonts when a customer is considering a large order from a foundry partner. When customers have a specific font in mind, the sales team focuses on helping them address their full licensing and usage needs for that font.
When did this program launch?
The proactive customer support program launched in April 2018.