Dear Phyllis, please let me know how exactly are you planning to address the customer service issue? Are you, perhaps, planning on having a chat? Will you, perhaps, add a survey regarding the user satisfaction following each ticket? How are you going to make sure this doesn’t happen again?

Also, I wouldn’t even have to contact customer support if your website would explain all of the aspects of self-publishing on your platform. How are you going to improve that?

Thanks, Mateja