04 September 2009 - Labor Day Holiday

Customer Support
In observance of the Labor Day holiday, Customer Service will be closed on Monday, September 7th and will return to normal business hours on Tuesday, September 8th. If you have an urgent issue, please fill out a support form. As you can do whenever Customer Service phone support is closed, you may call our Customer Service and press option 3 to leave a message for our Site Operations Team.

Have a fun and safe holiday weekend!

02 July 2009 - US Independence Day Holiday

Customer Support
In observance of the Independence Day holiday, Customer Service will be closed on Friday, July 3rd and will return to normal business hours on Monday, July 6th. If you have an urgent issue, please fill out a support form. As you can do whenever Customer Service phone support is closed, you may call our Customer Service and press option 3 to leave a message for our Site Operations Team.

Have a fun and safe holiday weekend!

22 January 2009 - Site Maintenance

Site Maintenance scheduled for Monday, 26 January, 2009!
As part of our efforts to improve our site's reliability, we'll be doing scheduled maintenance that will require all web sites and 800 numbers to be out of service from 12:40 a.m. until 5:00 a.m. Pacific Time on Monday, 26 January, 2009. All web sites will display a maintenance page and our 800 numbers will play out-of-service prompts. This will allow us to complete work on our web sites and 800 numbers that cannot be done while the services are live.

Here is what will happen:

• The web sites and 800 numbers will become unavailable at 12:40 a.m. PT on Monday, 26 January, 2009.
• We will play warning messages at 12:40 a.m. PT to give you time to wrap up your calls. Please end your call as promptly as possible so as to decrease the chance of any billing issues. If you are still on a call at 12:50 a.m., the call will be terminated.
• For the next 4 hours and ten minutes, there will be no activity on our services.
• At 5:00 a.m. PT on Monday, 26 January, 2009, all web sites and 800 numbers will be live again.

31 December 2008 - New Year's Day Holiday

Customer Support
In observance of the New Year's Day holiday, Customer Service phone support will closed all day Thursday, January 1st and will reopen on Friday the 2nd at 7:00 AM PST. If you have an urgent issue, please fill out a support form. As you can do whenever Customer Service phone support is closed, you may call our Customer Service and press option 3 to leave a message for our Site Operations Team.

Have a fun and safe holiday weekend!

23 December 2008 - Christmas Holiday

Customer Support
In observance of the Christmas holiday, Customer Service phone support will close at 3pm on Wednesday, December 24th and will reopen on Monday the 29th at 7:00 AM PDT. If you have an urgent issue, please fill out a support form. As you can do whenever Customer Service phone support is closed, you may call our Customer Service and press option 3 to leave a message for our Site Operations Team.

Have a fun and safe holiday weekend!

15 December 2008 - News & Notices Announcement

Winter is upon us and we’ve done a bit of (very, very late) spring cleaning. As you can see, we’ve cleaned up our Advisor Communications area.

How News & Notices Will Work

Why the name change? We wanted to improve our advisor communications but also differentiate the different types of posts you can expect to see here. The “News” posts (as signified by the purple speech bubble icon with the radio tower) will generally depict announcements coming from the Marketing Team. “Notices” posts (contrasted with the red speech bubble icon with the exclamation point) are going to be general site and services notifications (including announcements on customer service hours, express pay and the like).

You can expect the main page to have the current calendar year’s worth of News & Notices posts, with quick navigation links that will allow you to jump to the first post of each calendar month. All previous years’ News & Notices (and their predecessor, Advisor Alerts) will be archived in the News & Notices Archive.

Community Standards

We’ve also created a page called Community Standards, as linked in the left navigation menu under “Advisor Resources”. This page is your easy go-to page that catalogs every policy that governs the use of Keen UK. Have a question about what it means to be a part of Keen UK? This is an excellent place to start!

Take a Look Around

When you have a moment, please check out this new area. We took some time to consider the weak points and figure out how to improve upon them. We hope you like the changes!

27 October 2008 - Site Maintenance

As part of our efforts to improve our site's reliability, we'll be doing scheduled maintenance that will require all web sites and 800 numbers to be down from 12:40 a.m. until 3:00 a.m. Pacific Time on Wednesday, October 29, 2008. All web sites will display a maintenance page and our 800 numbers will play out-of-service prompts. This will allow us to complete work on our web sites and 800 numbers that cannot be done while the services are live.

Here is what will happen:

• We will play warning messages at 12:40 a.m. PT on Wednesday, October 29, 2008 to give you time to wrap up your calls. If you are still on a call at 12:45 a.m., the call will be terminated.
• The web sites and 800 numbers will become unavailable at 12:40 a.m. PT.
• For the next 3 hours and fifteen minutes, there will be no activity on our services.
• At 3:00 a.m. PT on Wednesday, October 29, 2008, all web sites and 800 numbers will be live again.

We apologize in advance for any inconvenience this maintenance may cause you and thank you for your understanding while we improve our services.

Best,
The Community Team

07 October 2008 - A New Toll-free Number, a New Partner & Other Updates

In an effort to better support the UK market, we have some exciting news to share with you!

0800 UK Number

We will be launching an 0800 number on Keen.co.uk today (Tuesday, 07 October) to make it easier for UK customers to get in touch with you. You can try it now by calling 0800 546 0888 (if you’re outside of the UK, +44 800 546 0888).

Not only does this mean that UK customers will not be required to have a computer, but it will provide new and repeat customers with an easier, more versatile way to contact you. Additionally, this will provide you with a more flexible way to manage your account and change your availability status (those of you who have used the US-based 1-800-ASK-KEEN can expect the exact same functionality). We expect to see customer call volume to increase some based on the greater ease of using the 0800 number versus having to connect via the website.

Please note: At this time, you will only be able log into your account you created on Keen.co.uk using the UK 0800 number and not an account created on Keen.com, just as you are only able to log into your account created on Keen.com using 1-800-ASK-KEEN. However, changing your availability using either number will affect all your listings on both domains.

Here are some helpful tips:

1. As a UK advisor, you can use this UK phone number to manage your UK listings. After dialing 0800 546 0888, you’ll be prompted to press 9 if you give advice on Keen. At this point you can:
   
   
   • Hear new advisor alerts
   • Change your availability (i.e., taking calls, alert me of call, arrange a call, away)
   • Record your member name and greeting
   • Change your phone number


2. Currency format is based on the domain on which you registered – not where your listing resides. Therefore:
   
   
   • If you registered on Keen.com (USD $), the currency displayed on Keen.co.uk (both on the web and through the voice portal) will be USD $.
   • If you registered on Keen.co.uk (GBP £), the currency displayed on Keen.com (again, both on the web and through the voice portal) will be GBP £.

   Similarly, the currency format your customer sees when viewing the site (or calling the voice portal) is dependent upon which domain they registered. So if you registered on Keen.co.uk and your customer registered on Keen.com, a transaction they paid you for will appear to you in GBP £ while it will appear to your customer in USD $.

More information about the 0800 launch can be found in the 0800 help page.

"Send Free Minutes by Mail" Feature

We’re also happy to announce that you can now send offer mails to your UK customers (up to 5 free minutes). It's easy! Just go to the Send Mail of section of My Account and select "Type of Mail" = Offers.

After a call, sending your customers Free Minutes encourage your new customers to call you again and strengthens your customer relationships with your existing customers.

Please Note:

• Due to long distance costs of international calls, advisors can only send free minutes offers from their Keen.co.uk account to customers that registered on Keen.co.uk. Advisors are not permitted to send offer mails from their Keen.co.uk account to customers registered on Keen.com. However, you can send an invitation mail without the free offer.


• Your UK account must have a UK phone number on file. Our system will assume will assume the UK country code even if you try to put in another number, which will result in an uncallable number.

For more information, please see the Invitations help page.

Keen2Know Partner Launch & Partner News

We have also partnered with Keen2Know, a brand new UK site focused on the promotion of Keen UK advisors through web, print, search, radio and television campaigns.

Additionally, we’re going to be launching campaigns on Google, Yahoo and iVillage.co.uk that will incorporate other 0800 numbers that UK customers will be able to utilize.

11 July 2008 - Forums Maintenance

As part of our efforts to improve our site's reliability, we will be doing scheduled maintenance that will require all forums to be down from 7:00 PM PST until 9:00 PM PST on Tuesday, July 15, 2008.

We apologize in advance for any inconvenience this maintenance may cause you and thank you for your understanding while we improve our services.

Best,
The Community Team

02 July 2008 - 4th of July

Customer Support
In observance of the 4th of July holiday, Customer Service phone support will close at 3pm on Thursday, July 3 and will be closed on Friday, July 4. Phone support will return to normal business hours on Saturday, July 5. If you have an urgent issue, please fill out a support form. As you can do whenever Customer Service phone support is closed, you may call our Customer Service and press option 3 to leave a message for our Site Operations Team.

Express Pay
Friday is also a banking holiday. Payments debited from your account this week may take 1-2 days longer than usual to post to your bank account. We do expect that your bank account will be credited within the 7 day timeframe from the date your account is debited.

Have a fun and safe holiday weekend!
The Community Team

16 June 2008 - Customer Service Phone Support and Site Maintenance

Customer Service Phone Support
Customer Service phone support will close at 11:00am PST on Wednesday, June 18, 2008. Phone support will return to normal business hours on Thursday, June 19, 2008.

If you have an urgent issue, please fill out a support form. As you can do whenever Customer Service phone support is closed, you may call our Customer Service and press option 3 to leave a message for our Site Operations Team.

Site Maintenance
As part of our efforts to improve our site's reliability, we'll be doing scheduled maintenance that will require all web sites and 800 numbers to be down from 12:40 AM PST until 2:00 AM PST on Friday, June 20, 2008. All web sites will display a maintenance page and our 800 numbers will play out-of-service prompts. This will allow us to complete work on our web sites and 800 numbers that cannot be done while the services are live.

Here is what will happen:

• We will play warning messages at 12:20 AM PST on Friday, June 20, 2008 to give you time to wrap up your calls. If you are still on a call at 12:40 AM, the call will be terminated.
• The web sites and 800 numbers will become unavailable at 12:40 AM PST.
• For the next hour and twenty minutes there will be no activity on our services.
• At 2:00 AM PST on Friday, June 20, 2008, all web sites and 800 numbers will be live again.

We apologize in advance for any inconvenience this maintenance may cause you and thank you for your understanding while we improve our services.

Best,
The Community Team

31 March 2008 - Customer Service Phone Support

Customer Service phone support will close at 10:00am PST on Tuesday April 1. Phone support will return to normal business hours on Wednesday April 2.

If you have an urgent issue, please fill out a support form. As you can do whenever Customer Service phone support is closed, you may call our Customer Service and press option 3 to leave a message for our Site Operations Team.

Best,
Community Team

21 February 2008 - Site Maintenance

As part of our efforts to improve our site's reliability, we'll be doing scheduled maintenance that will require all web sites and 800 numbers to be down from 12:45 AM PST until 2:00 AM PST on Saturday, February 23, 2008. All web sites will display a maintenance page and our 800 numbers will play out-of-service prompts. This will allow us to complete work on our web sites and 800 numbers that cannot be done while the services are live.

Here is what will happen:

• We will play warning messages at 12:25 AM PST on Saturday, February 23, 2008 to give you time to wrap up your calls. If you are still on a call at 12:45 AM, the call will be terminated.
• The web sites and 800 numbers will become unavailable at 12:45 AM PST.
• For the next hour and fifteen minutes there will be no activity on our services.
• At 2:00 AM PST on Saturday, February 23, 2007, all web sites and 800 numbers will be live again.

We apologize in advance for any inconvenience this maintenance may cause you and thank you for your understanding while we improve our services.

Best,
The Community Team