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Mar
2
Customer Support Update March 2021
Posted by Sophie G on 02 March 2021 04:03 PM

It’s been another busy month in Customer Support with plenty of calls and emails to keep us working hard.

This month we welcomed a new Customer Support Manager, Chrissy, to the team. Chrissy has worked in Customer Service her whole life and is very dedicated to creating a great customer experience. We look forward to the knowledge and experience she brings to the role.

Our team continue to work from home and have adjusted to this new life style with ease. Most are loving not having to commute to and from work every day!

We have seen an increase in customers using our Online Chat feature which is great to see. If you haven’t used our Chat feature before, it can be accessed through our Help Desk by clicking on the ‘Live Support Online’ button. We have team members online to chat with you from 9:00am to 9:00pm weekdays and 10:00am to 5:00pm on Saturdays. It’s a great way to get the answer you need quickly without having to send an email or pick up the phone.

This month the team will be heading to the beach for a team activity to celebrate a year of very hard work.

We are always looking to improve our customer’s experience so if there is anything you think we could be doing better please let us know by emailing business@photobookshop.com.au .


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Mar
2
Production Update March 2021
Posted by Sophie G on 02 March 2021 04:02 PM

We can’t believe it’s March already! Most of us are still trying to wrap our heads around last March!

It’s been another busy month in Production with lots of new and exciting changes happening.

We have welcomed a new Production Manager, Amy, who has been working with us for 3 years and is now taking over this leadership role. Amy has a wealth of knowledge and experience in our products and processes and we look forward to the positive changes she will bring to the team.

We’ve also introduced two new printers with a really amazing print quality which we are very excited to begin using for our Photobooks. These new printers will allow us to provide more paper and printing options so stay tuned for more announcements!

Our Photobook binding machine now has a sister so we are looking forward to being able to produce more Photobooks in a shorter amount of time.

We have also spent some time rearranging a few areas in Production to allow for an easier work flow and some more space.

This month we will be having a team dinner to celebrate a great start to the year and surviving a third lockdown in Melbourne!

Looking forward to another busy month!


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Mar
2
Graphics Design Update March 2021
Posted by Sophie G on 02 March 2021 04:01 PM

What's New?!

This month we have been working on a few new things for you!

PROPOSAL GIFTS - Choosing a Godparent, Bridesmaid or Bestman is so important. We have created some thoughtful proposal designs to ask that special question. Choose from a puzzle, bottle opener or mug! 

PHOTOBOOKS - We have made it much easier for you to navigate your Photobook creations and get an overview of your projects, by adding ‘live page preview thumbnails’. View at a glance, which layout you have used on each page.

WOODPRINT STANDS - We have added 12 new LOVE designs to our Woodprint Stand collection, use your own photo as a keepsake for that special someone or create a beautiful wedding or anniversary gift.

When you have finalised your project, you now have the option to purchase a ‘Thank you’ gift card to go with your gift for any occasion with over 20 styles available.

As always, if something is not quite right or you have any suggestions please let us know. We love to hear your feedback to improve our website and templates. Email us at inspiration@photobooksexpress.com.au


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Feb
2
Graphics Design Update February 2021
Posted by Sophie G on 02 February 2021 02:02 PM

Graphics Design

This year our Graphics Team have a pretty big year planned with lots of time being spent working on new templates and products.
We have already released a range of Valentine’s Day templates for our Wood Prints which has had a great response from customers.

Desktop & Online Designers
We have just upgraded our online designer. Some of the new features include page preview thumbnails, improved auto-fill, improvements to the text editor and many other improvements and fixes.

We plan to release a new Windows and Mac upgrade the week of the 8th of Feb. You can download the upgrade by opening up our software application and downloading the update. You could also download the latest version from our website.

New Templates!
We have added more categories to our Classic and Lay-flat Photobook collections to make it easier for you to find the template you're looking for, such as our new 'Birthday' category.
It includes 10 new milestone photobook layouts with a huge range of sizes and upgrade options, new ‘Wedding’, ‘Nature’, ‘Themed’ and ‘Everyday’ layouts.
There’s something for everyone!

Also, look out for our two new personalised jigsaw puzzle sizes now available. The perfect gift for adults and kids!
As always, if something is not quite right or you have any suggestions please let us know. We love to hear your feedback to improve our website and templates.
Email us at inspiration@photobookshop.com.au


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Feb
2
Production Update February 2021
Posted by Sophie G on 02 February 2021 02:00 PM

December was a busy month for us in Production. This meant increasing the number of staff and of course increasing our production hours. We were lucky enough to be able to hire 10 new staff members who worked very hard along with our existing team to have all of the Christmas orders sent out in time. We hope that everyone was very happy with their Christmas presents.

 

We also saw the introduction of a few new machines which has reduced the production time for a couple of products including a second binding machine in our Pro Photobook area and another machine in our canvas wrapping department.

 

We built a new, temperature controlled area in the warehouse which is now home to our Pro Photobooks. Along with this new area, we also installed air conditioning in the warehouse which will make those hot summer days much nicer to work in! Lucky us!

 

The team celebrated our Christmas Party in the warehouse this year (Covid style)! We had a lot of fun with Secret Santa, a raffle and a Mexican food truck!

 

As always, we continue to work on our Production processes and procedures to work towards faster production times and high quality products.

 

We look forward to another year in Production!


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Feb
2
Customer Support Update February 2021
Posted by Sophie G on 02 February 2021 01:49 PM

Support

 

Happy New Year to all of our new and existing customers! Like most of the world we are glad to see the back of 2020 and look forward to this year with great optimism.

 

The 2020 year certainly threw a number of challenges at us as a Support Team. Some of us had to adapt to working from home and our queries from new and existing customers increased substantially. Despite many more calls and emails, our team  still managed to respond to all customer queries within 24 hours. We would like to thank all of our customers who contacted us during this period for their patience and support. It has been a challenging time for everyone.

 

As you may already be aware, our customer pickup service has been put on hold until further notice.  This is a precaution we have had to take due to the continuing issues surrounding COVID-19. We appreciate your understanding.

 

We have introduced a new system for keeping your ordered projects. Most online printing companies do not keep files after your order has been shipped. We have updated our systems enabling us to keep your ordered projects indefinitely. These files are also backed to the cloud. This way you have peace of mind knowing there is a backup of your project allowing you to still order an old project even if it has been somehow lost from your computer. A yearly subscription for this service is only $29.

 

Alternatively, you can login to your account and cancel the scheduled delete date of your project every six months when you receive the email notification. To subscribe to this service, you can email business@photobookshop.com.au . Online projects that have not been submitted for printing are stored for 6 months with no activity on that project. We will send separate notifications for this before deleting.

 

Our Support Team are available from Monday to Friday between 9am - 9pm and on Saturdays from 10am - 5pm AEST. If you do need assistance, head to our website and click on ‘Help’ in the top right hand corner, then click on ‘Log in to our help desk’. Here you can view our FAQ, lodge an email enquiry, or chat with us online.

 

As always, we hope everyone is staying safe during these crazy times and we look forward to another great year in Customer Support!


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