Customer Support Experience

If customers encounter issues with fonts purchased from MyFonts or through the Monotype Fonts subscription service, they work directly with Monotype’s customer support team to resolve the issue. Our customer support teams are trained in font technical support and licensing and are passionate about typography.

To ensure a smooth and consistent experience for customers, Monotype manages all customer support interactions and coordinates directly with foundry partners when needed.

How Customer Support Handles Font Issues

When a customer reports an issue with one of your fonts:

1. A customer support team member investigates the issue.
2. A bug report is created and sent to you via email.
3. You review the report, fix the issue in the font files, and send the updated files back to the support team.
4. Customer support verifies the fix.
5. Once confirmed, the updated fonts are delivered to the customer and updated in Monotype’s systems so both past and future customers receive the corrected files.

If you have questions during this process, you are encouraged to follow up directly with the customer support team member you are working with.

Response Expectations and Follow-Ups

If customer support contacts you about a font issue and does not receive a response:

• They will follow up again after a few days.
• After about one week, a third and final follow-up will be sent.

If no response or update is received after these attempts, customer support may need to refund the customer. To prevent ongoing issues and protect the customer experience, Monotype may also evaluate whether the affected font or fonts should be removed from sale.

Quality and Inventory Standards

These processes are in place to improve the overall quality of fonts on Monotype platforms and ensure customers have the best possible experience. Monotype aims to avoid selling broken fonts, and foundries are expected to have the skills and tools needed to address issues reported by customer support in a timely manner.

Why Monotype Manages Customer Support

To create a seamless and consistent customer experience, Monotype handles all customer support directly instead of directing customers to individual foundries. Customers prefer working with the platform where they made their purchase, rather than being redirected to a third party. Monotype then coordinates closely with foundry partners to resolve issues efficiently and professionally.

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.