The Customer Support team is the heart and soul of Fracture. They speak directly to our customers on the daily—whether they’re helping customers resolve technical issues, offering advice and inspiration, or sharing sentiments about a cheerful photo, our CS team is there to help customers focus on moments that matter.
We wanted to dive a little deeper with a short Q&A session with Tyler Smith and Jessica Joles, two members of our CS team. Read on to get to know them a little better!
1. What’s the best part of your role in CS?
Tyler, Customer Support Tier II Teammate: Resolving issues! We’re presented with all kinds of questions and problems. When you’re helping people out, every day feels like a productive one.
Jessica, Customer Support Tier II Teammate: The best part about CS is definitely my teammates! We all genuinely want to help others and strive to do our best, whatever the challenge may be.
2. What is the most common issue customers run into when uploading photos, and how can they avoid or remedy it?
Tyler, Customer Support Tier II Teammate: The shape of our glass! All of our rectangles are in the 4:3 aspect ratio, which is the most common format for smartphone photos. If your print preview doesn’t look quite right, you can adjust the cropping through our site’s editor. Otherwise, reach out directly to us—we may be able to make it fit.
Jessica, Customer Support Tier II Teammate: I think the most common issue our customers face would be using an image file that’s too small, which can cause the print to turn out blurry. In order to get crisp, clear prints (especially on our larger print sizes), you’ll want to make sure you’re using an original, high-resolution photo file.
3. What are your favorite photos to see printed?
Tyler, Customer Support Tier II Teammate: Images from the James Webb Space Telescope! It’s absolutely fascinating seeing the cosmos from a closer and clearer perspective. I’m very excited to see more!
Jessica, Customer Support Tier II Teammate: Pet photos are my favorite prints to see come through the queue. They always brighten my day, and we love seeing your family members—furry ones included!
Have questions about your Fracture order? Contact our CS team for help!