End-User Support

Without doubt, the highest support requirement will come from end-users - customers of your Partner System site, of your sub-sites and of the sites operated by your army of affiliates. It is absolutely essential that you (and your affiliates) have confidence that the customer will receive the care and attention they deserve when they inevitably have questions they feel need answering.

The Spoken Network program includes a full support site (a separate, generic/unbranded site to that used by our Partners and their affiliates: www.audiobooksupport.com). This site is the resource to which you can point your customers in your email/website copy, safe in the knowledge that they will receive quality support direct from Spoken Network (again, freeing up your valuable time) and also safe in the knowledge that the site to which you are sending these customers is a 'generic' audio-book support site - not competing with the branding on your own site(s).

Search the Knowledgebase - The Knowledgebase is populated with answers to past questions, and so quite feasibly will contain the solution the customer/end user is looking for (if it has occurred before, for another customer/end user). The customer/end user can perform a search at the support site for a key word or phrase which will hopefully return some relevant solutions.

2.	Check the FAQ - as well as past answers, Spoken Network maintain an FAQ within this Support Site, into which we add the most common queries we receive. Your customers/end users will find the answer they're looking for here.

Open a Support Ticket - Once the customer/end user has exhausted the options above, they can open a Support Ticket on the Support Site. This is a very straightforward process and our technical support staff will get back to the customer/end user as soon as possible with a response that will doubtless answer their question.

As well as accessing this site, we will be making available to you, the Partner, a series of instructional videos (which can be streamed, downloaded or sent as an attachment to customers) which are unbranded and which explain in great detail how to perform some of the key tasks involved in buying, downloading and transferring audio content from your Partner System site.

These video resources are something that we will be making available to you through the spokennetworkpartners.com website in due course. These resources are also something that you will be able to share with your affiliate partners - something for which they will doubtless be appreciative, since it reflects well on their own service offering if they themselves are able to offer free video guides to customers on their sites, to help them purchase titles.