In this episode of EPN TV, John Toskey speaks with Dan Filowitz, EPN’s Global Customer Support Manager. You might recognize Dan from the EPN forum, as he often jumps in to help answer your questions. Dan and his team are dedicated to supporting our publishers -- they’re here to answer your questions, assist in resolving any issues you have, and in general to help you make the most out of your EPN experience.
Dan and his team are here to provide as much support as possible to EPN affiliates, whether you’re already a partner or just thinking about joining. They primarily answer questions by email, and also keep EPN’s help documentation up to date. In fact, they’re currently hard at work doing a complete overhaul and refresh of the self-help documentation, which soon will feature a flexible, up-to-date, robust, searchable help center.
John and Dan also discuss best practices for publishers who are reaching out to Customer Support. Dan says that in order to get the quickest resolution, you should provide as much information as you can. For example, if you’re asking CS to look into a link that you believe isn’t working properly, include the link but also tell them where you posted it, the browser you used, the operating system you’re on, whether you're on desktop or mobile, and so on. This way they can troubleshoot by trying to recreate the incident. And we want to help you as quickly as possible - emails are typically answered within 24 hours.
If you have questions, leave them in the comments below, or contact our Customer Support Team.