A candid, behind-the-scenes look at ComiXology's customer support story, from the early days to being the top-grossing non-game app on iOS.
From taking empathy notes from Road House ("be nice") to handling server-crushing traffic to taking proactive steps along the way, you don't have to care about comics to enjoy and appreciate the ComiXology story.
SPONSORS
- Squarespace: everything you need to get started making a website. Use the offer code mentioned in the show (part of the show's name) for 10% off
- Transporter: personal cloud storage that lives in your house. Use offer code ESN75 (through end of March 2014) to get Transporter Sync for $75 at FileTransporter.com
PANELISTS
- David Steinberger, CEO/co-founder
- John D. Roberts, co-founder
- Chip Mosher, VP Communications & Marketing
- Matt Kolowski, Customer Service Manager
SHOWNOTES
- If you haven't seen Road House, go watch it (Netflix/iTunes/Amazon), and learn the "three simple rules: One, never underestimate your opponent. Expect the unexpected. Two, take it outside. Never start anything inside the bar unless it's absolutely necessary. And three, be nice."
- ComiXology has a website, an iOS app, and an Android app.
- All four guests are on twitter: David Steinberger does a lot of the talking like a literal boss, John D. Roberts was made sad by insults about his widget, Chip Mosher is the man with all the stats, and poor ol' Matt Kolowski is still having nightmares.
- Marvel 700 worked well after some constructive, soul-crushing learning.
- ComiXology issued a voluntary password reset for all customers recently due to a "non-critical" breach.
- ComiXology has to balance customer relations with partner relationships, allowing the right partner to respond to the issues they own, regardless of how frustrating something might be. In this respect, they've managed to walk a fine line like Balanchine dancers.
- Seriously, pain don't hurt.