I’ve been using Zazzle for editing my images for more than 5 years now, and although I didn’t like when Zazzle changed their design tools before, I adapted and was willing to learn it. However, this new design tool did it for me. I give up! I don’t even want to try to figure it out anymore. Can’t imagine customers are willing to spent that much time on figuring it out. Could it be the reason why we have low sales now?
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I honestly wouldn’t doubt it. I’ve had a couple of customers contact me who have been upset about the changes to the design tool. They were repeat Zazzle customers and found the previous design tool a lot more user-friendly.
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I just had a former customer reach out because she couldn’t figure out how to view the back of a card in the new customization tool. She was confused and frustrated, and instead of using the Help feature or contacting Zazzle Customer Support, she came directly to me for instructions.
This makes me wonder: is this what the future looks like with the new tool? Are Designers now expected to act as customer support when shoppers get stuck? I helped her, of course, and explained how to access the back of the card—but there’s no compensation for the time it takes to walk customers through issues caused by the platform. Meanwhile, Zazzle is already taking additional funds from Designers for the Ambassador Program.
What would you have done in this situation? Would you have helped the customer directly, or would you have directed them to the Help tool instead?
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I would have helped the customer, even though I would have made pennies on a card. Hopefully Zazzle doesn’t rely on me doing this more than once, though. Customer service isn’t my thing and I’m not good at it.
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@jessletterman Yes, I agree and I also think the new interface might backfire because people like simple straightforward.
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Hi there! I’m also upset about the new interface design. It looks very strange and childish, required tabs are hidden… Bring back the normal designer’s tools…
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This is a message I received from a customer who I have been helping for days with the design tool. I tried to send her to zazzle for her customization help, but she keeps coming back to me.
She said “Wish they made this tool a little easier to use…some tools are easier than others.”
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The new zazzle design tool is terrible. Much harder to use for both creators and customers. The former design tool was perfect. It wasn’t broke so it didn’t need fixing. I believe Zazzle will have lower sales due to this awful new design tool.
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Amen. Agree 100 percent.
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@WBartworks “I don’t even want to try to figure it out anymore”. I couldn’t figure it out too, I just stopped making products that I needed desktop tool for, sad really, I miss designing all day :), but I moved on.