At Tellwell, we’re dedicated to providing a publishing experience that meets the unique needs of your book. Unlike many other companies, we don’t have a general call centre. Instead, you will work with a dedicated project manager to guide you through the publishing journey. Here’s why we’ve chosen this model and how you can get the most out of it.
Why We Prioritize Dedicated Support Over Call Centres
-
Deep Familiarity with Your Project
Your project manager isn’t just someone who answers questions, they’re your dedicated guide and advocate, deeply familiar with the details of your book and your publishing goals. This approach allows us to provide advice that’s specific, valuable, and relevant to each author’s unique journey. -
Publishing Better Books Together
You want to publish a book that you can be incredibly proud of, and we do too! The work of producing a book is inherently detail-oriented. Written communication is crucial in this process, as it ensures that all instructions are documented, clear, and accurately followed—essential for avoiding errors and maintaining quality. When additional context is needed to clarify instructions, we offer the ability to book a call with your project manager, allowing us to provide tailored advice that fits your specific needs. -
A Focus on Quality in Communication
By prioritizing meaningful interactions over frequent, less-informative ones, we’re able to provide clearer, more accurate guidance and move your project forward efficiently. When you connect with us, you’ll be speaking with someone who fully understands your project and can provide the right guidance.
How to Get the Most Out of Your Tellwell Support
-
Email First for Clear Documentation
For the fastest response, send an email to support@tellwell.ca. This ensures your inquiry is documented and allows our team to provide you with a detailed response that can be referred back to later. Written communication is vital for maintaining accuracy throughout the production process, as it helps both you and us stay aligned on every detail. -
Schedule Calls When Needed for Additional Clarity
Whenever a phone conversation is warranted—whether to add more context to written instructions or to address a specific question in depth—you can use your project manager’s booking link to schedule a time. This ensures your project manager is prepared, focused, and able to provide the detailed guidance you need without interruptions. We'll provide you with this link from day one, and it's included in the signature of every email you'll receive from them. -
Leverage the Help Centre for Quick Answers
Our online Help Centre is available 24/7 and contains a wealth of information, including articles, how-to guides, and video tutorials. This can save you time when you need quick answers to common questions. -
Urgent Matters or Escalations? Use help@tellwell.ca
If you’re facing a time-sensitive issue, please email us at help@tellwell.ca. Our team will prioritize a quick response to address your needs.
If your project manager is unable to resolve an issue, they’ll escalate it on your behalf to ensure you’re connected with the right support. Alternatively, you can also reach management directly at help@tellwell.ca, and we’ll respond as soon as possible.
Why We Believe This Approach Works Best
Our support model is designed to ensure you have consistent, high-quality assistance throughout your publishing journey. By reaching out via email and booking calls in advance, you allow your project manager the time to prepare thoughtful responses, coordinate with other team members as needed, and provide you with the best support possible. While we understand that not everyone is accustomed to this model, we have found that it allows us to serve each author with the care and attention they deserve.