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Technical Support

by Carolyn Henderson on 8/23/2011 8:34:31 AM

This article is by Carolyn Henderson, the managing half of Steve Henderson Fine Art. She is a Regular contributing writer for FineArtViews and her  freelance writing appears in regional newspapers, online magazines, and her humor blog, Middle-Aged Plague.

 

I don’t mean to sound like a laundry detergent commercial, but if you have a website through FASO (Fine Art Studio Online) and you haven’t discovered technical support, then you don’t know what you’re missing.

 

My latest project was adding a Facebook “Like” button to the left column bar of each page, just below the Norwegian Artist’s rugged handsomeness, and my initial attempts at doing it myself were dislikable indeed.

 

So I did what I should have done in the first place – contacted technical support and asked them how to do this. Within two hours I had my answer, clearly elucidated and laid out in step by step format – like a recipe – and five minutes later my Like button was in place and working (Try it – “Like” us).

 

Technical support has been there from the moment we set up our site, and through the years we have chatted back and forth about making customized changes to the website, creating a hyperlink to a PDF file, setting up a newsletter template and learning how to use it, incorporating gallery logos onto our Representation page, and on and on and on.

 

Before you stop reading this and generate your own message to technical support, allow me to point out the Frequently Asked Questions section that shows up as list item number 4 when you hit Contact Technical Support in your Control Panel. It’s worth grabbing a cup of tea and a cookie and sitting down to read through this; like messages from the tech support staff, it’s written in basic English for the average human being.

 

And while you’re looking at that initial list, check out Ask the FASO Community Forum! highlighted and in extra large text to gently prod you into clicking the link. It’s fun reading the various questions and comments from fellow member artists, and it’s possible to learn things that you didn’t know you needed to know.

 

(Actually, it’s amazing how many things I need to know that I don’t.)

 

You have the choice of calling technical support and talking to a live human being, or you can e-mail, my preferred method of communication. If you choose to e-mail and don’t understand something about the answer, or have additional questions on the matter, don’t hit the Reply button on your e-mail. Won’t do it.

 

Instead, go back to the Contact Technical Support page and look at the top where it says Current Open Tickets. Under Subject should be a description of your latest communication; in my case it says Adding a Like Button. To the far right is a hyperlink that says View Ticket/Add Comment. Clicking on this re-opens your ticket with your initial question and the answer you were sent; at the bottom of the page is a button allowing you to Ask Another Question or Comment.

 

Press this, and ask your question.

 

If all this sounds painfully obvious, s’okay, but we all have to start somewhere, and the somewhere I started was far over the rainbow and nowhere near anything to do with HTML, software creation, or website design – which is why we signed up with FASO in the first place. The Norwegian wanted to paint; the Pole wanted to write; and we were ecstatic to discover that some other overachiever had already created the particular wheel that we needed.

 

Get the most out of your FASO website experience. Experiment, press buttons, play with your control panel, read the FAQs, join in on the online forum, and before you run screaming from the room, ask technical support.

 

In today’s business climate where so many aspects disappoint, it is a magnificent discovery to find something that works, and works well.



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Topics: art marketing | art website design | art websites | artist website tips | artist websites | Carolyn Henderson | FineArtViews | Instruction | selling art online | selling fine art online | websites for artists 

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 16 Comments

George De Chiara
via faso.com
ooh, I like that like button. I'm going to have to read that FAQ and set that up on my page. I'm sure this thread is going to generate lots of praise for FASO tech support and it should. The support folks rock. Now if they could just figure out how to let you respond to the email you get rather than having to go back to the control panel. I can't tell you how many times I've tried to respond by email.



Clint Watson
via faso.com
Carolyn - thanks for the praise...I promise, I didn't ask Carolyn to write this.

George - that is on the todo list - we have experimented with some ways to make it work and need to iron out kinks. The problem is, to keep it organized, we need it to go back into the same ticket when someone replies. It's not impossible just something we have to finish up.

Mary Maxam
via faso.com
Thank heavens for those who work the widgets and create all the structured bits going into my own FASO website. They must get so tired of hearing how marvelous their tech support is! :)

Marian Fortunati
via faso.com
I gotta agree! They ARE fabulous!

I don't think I'll ever forget the SHOCK I got when I sent an email asking some (probably dumb) question about how to do something and then got a PHONE CALL from one of the wonderful FASO tech people.
I have always felt the FASO help was exceptional.



almajo
via faso.com
I looked at a lot of websites before faso but theirs was the best one out there and easy to use. Even tho i had to use tech support a few times they were right there. Im over 50 so computers well i have a lot of learning to do we did not grow up on them as kids today have, But if you are considering a website this is the one to use, its about the art not a bunch of other stuff that you do not need,
artist almajo

George De Chiara
via faso.com
Thanks Clint! I'm sure it was on the list somewhere, but it's nice to know it's getting worked on. In the mean time I'll just copy and paste my response when I accidentally respond to the email instead of going back to my control panel. Ha!



Carol McIntyre
via faso.com
Ditto Carolyn! Tech Support is great. I almost feel like the FASO folks are buddies of mine ....though they are now buddies to hundreds of artists. Should we send them a flash mob of thank you's?? LOL! Clint may not like that...

Sharon Weaver
via faso.com
In a world where help is inconvenient, impossible to find and always written for computer geeks, the FASO tech help has always been there for my questions. With clear, easy to understand directions it stands apart from all others. Bravo!

Louise Charles-Saarikoski
via faso.com
I am right with you on this Carolyn. I have contacted tech support on several occasions, and each time my emails have been answered promptly and in pain English, so very easy for someone like me to understand. On two occasions when I have asked how to do something, they have actually fixed my problem (so I did not actually have to do anything!), plus they gave me the step by step instuctions for future use. Now that is dotting the "i's" and crossing the "t's", and one very happy customer telling other artists about FASO!

Geri deGruy
via faso.com
YES! The technical people rock! They reply quickly, with detailed instructions. When I still don't understand, they patiently reply or call. They are lovely people, and incredibly helpful. This is my first website and I knew NOTHING. They have been great! THANK YOU!!!!!!!!!!!!!!!!

Lorrie Beck
via faso.com
I couldn't have said it better myself, Carolyn. The support team is truly remarkable and I have contacted them on several occasion for a variety of reasons and have been pleasantly surprised (though I shouldn't be surprised anymore!) at the swift replies and the easy step by step instructions on how to get things done. I can't recommend FASO highly enough to other artists.

Carolyn Henderson
via faso.com
Clint: as you can see from reading the comments, you and the FASO team have earned every bit of the accolades.

A genuine product backed by superb customer support is such a rarity these days, that when one stumbles into it, one shouts it from the mountain tops.

I wish that you would start a subsidiary company as an ISP provider, so that I could actually have reliable Internet service: Internet Disconnection,
http://middleagedplague.areavoices.com/2011/08/18/internet-disconnection/ .

Elayne Kuehler
via faso.com
Fine Art Studio On Line.com is wonderful! Technical Support gets a 5 Star rating from me. They are prompt and know what they are doing!

Donna Robillard
via faso.com
Total agreement with everything that has been said so far. Love the sight and the help needed is ALWAYS there. Thanks!

Jo Allebach
via faso.com
ABSOLUTELY AGREE! FASO tech support is fabulous. I was afraid to ask for help figuring it was a dumb question and I would not understand the answer anyway. But, HARK! I talked to a wonderful PERSON who explained everything wonderfully. I will be bugging them again with more questions but I am sure to get just the help I need. Thank you Clint for such a super site!

Dee McGuire
via faso.com
Good to know this for the changes I might have to make in the future as we do not have out website with FASO.










 

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